Telephony Systems Administrator

$95,000 - $95,000/Yr

Quinstreet - Foster City, CA

Full-time - Mid Level

Foster City, CA

Administrative and Support Services

About the position

The Telephony Systems Administrator at QuinStreet is responsible for the technical management of the Five9 telephony system, ensuring efficient operations in an outbound lead generation environment. This role involves overseeing system performance, compliance coordination, and operational efficiency while acting as a liaison between the US management team and the BPO site in the Philippines. The position requires a blend of technical expertise and strong communication skills to manage both technology and stakeholder relationships effectively.

Responsibilities

• Manage, configure, troubleshoot, and optimize the Five9 telephony system.
• Monitor telephony system performance metrics, including call routing and agent performance.
• Test and document changes to the telephony system, ensuring alignment with operational goals.
• Research and analyze the impact of telephony changes on system performance and revenue metrics.
• Collaborate with IT, data, and operations teams to integrate the telephony system with other business tools.
• Maintain and update detailed documentation of system configurations and workflows.
• Act as a primary liaison between the US management team, internal compliance, and the BPO team.
• Forecast agent hours required based on call volume and operational demand.
• Coordinate regular updates and reports on performance metrics and compliance standards.
• Work closely with compliance teams to ensure adherence to regulatory requirements.
• Facilitate communication between scripting, telephony, and AI quality analytics teams.
• Schedule and lead regular operational review meetings with stakeholders.
• Develop and manage dashboards and reports to track agent performance and compliance.
• Provide insights and feedback to leadership on telephony performance and system enhancements.
• Collaborate with data analysts to ensure accurate reporting of key metrics.

Requirements

• Bachelor's degree in Information Technology, Operations Management, Business Administration, or a related field.
• 3+ years of experience in telephony system administration, preferably with Five9.
• Deep understanding of call routing, IVR systems, and performance tracking.
• Experience in operations management within a BPO or contact center environment.
• Experience in forecasting agent hours and managing workforce planning.
• Proven ability to document and test telephony changes and assess their impact.
• Ability to coordinate between cross-functional teams including engineering and compliance.
• Strong problem-solving skills with a technical background and operational mindset.
• Excellent communication skills for collaboration and presenting findings.
• Experience with compliance processes in a telephony environment.
• Strong organizational skills to manage multiple tasks effectively.
• Familiarity with AI speech analytics and contact center reporting tools is a plus.

Nice-to-haves

• Experience with AI speech analytics and contact center reporting tools (e.g., Five9, LevelAI).

Benefits

• Health care benefits
• Retirement benefits
• Paid sick leave
• Parental leave
• Paid time off
• Vacation benefits
• Performance bonus or commission
• Equity in the form of restricted stock units