Senior Contact Center Telephony Administrator

Progyny, Inc. • New York, NY

2d • $73,000 - $88,000 • Hybrid

About The Position

Thank you for considering Progyny! We are seeking a Senior Contact Center Telephony Administrator to support Progyny’s continued growth. This role will serve as a subject matter expert across contact center platforms, owning the design, configuration, and optimization of telephony systems that power both inbound and outbound operations. The ideal candidate brings strong experience in cloud contact center platforms, with a focus on scalability, automation, and performance optimization. Experience with Five9 is preferred. You will partner cross-functionally with Operations, Workforce Management, and Systems teams to drive efficiency, improve reliability, and enhance the overall member and agent experience.

Requirements

• Bachelor’s degree or equivalent professional experience required
• 4+ years of experience administering contact center telephony platforms (CCaaS environments)
• Proven success and Hands-on experience with inbound/outbound call routing, IVR configuration, and dialer management (predictive dialing, etc. strongly preferred)
• Experience with multiple platforms preferred (e.g., Five9, Genesys, NICE, Amazon Connect, etc.). The current platform is Five9 so that would also be preferred.
• Familiarity with workforce management platforms (e.g., Verint) preferred
• Experience integrating telephony systems with CRM platforms such as Salesforce preferred
• Integration with PowerBI, CallMiner (or other tool) and Five9 or other systems telephone system preferred
• Strong analytical skills with the ability to interpret performance data and translate insights into system improvements
• Proficiency in Excel and other business tools (Word, PowerPoint, etc.)
• Excellent problem-solving, communication, and stakeholder management skills
• Ability to operate independently in a fast-paced, cross-functional environment
• Candidates must be based in the United States.
• Progyny is unable to provide visa sponsorship for this position.
• Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

Responsibilities

• Serve as the primary subject matter expert and point of contact for contact center telephony platforms (CCaaS), supporting VoIP systems, routing logic, and integrations
• Design, configure, and optimize inbound and outbound call flows, including agent and skill-based routing, queue management, and call distribution strategies
• Own and manage predictive and preview dialer strategies, including campaign setup, pacing optimization, and performance tuning
• Support and enhance IVR systems, including call flows, self-service options, and menu optimization to improve routing accuracy and reduce transfers
• Partner with business stakeholders to translate operational needs into technical solutions
• Troubleshoot system issues, lead root cause analysis, and implement long-term fixes to improve stability and performance
• Collaborate with Workforce Management and Operations teams to ensure alignment between staffing models and telephony configurations
• Identify opportunities for automation, system enhancements, and integration improvements across platforms (e.g., CRM, WFM, analytics tools)
• Maintain documentation of system configurations, processes, and best practices
• Stay current on industry trends, platform capabilities, and emerging technologies to continuously improve the contact center ecosystem
• Provide ad hoc support and training to internal teams as needed

Benefits

• Paid family and parental leave
• Preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support)
• Family and pet care fund
• Parents’ Employee Affiliation Group
• Menopause and midlife care
• Health, dental, vision and life insurance options for employees and family
• Free in-person, virtual and text-based mental health and wellness support
• Paid time off, including vacation, sick leave, personal days and summer flex time
• Company equity
• Bonus program
• 401(k) plan with company match
• Access to on-demand legal and financial advice
• Learning and development programs to help you grow professionally and a mentorship program
• Company social events to include annual volunteer day and donation matching
• Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

What This Job Offers

• Job Type: Full-time
• Career Level: Senior