Senior Call Center Administrator

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.

What you’ll be doing…

• 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

About You…

• 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

Please note: This is not a digital nomad or remote international position; 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.  

About Progyny:   

Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. 

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.  

Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.  

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com. 

Our perks:  

• Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and 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 

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $88,000 - $98,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.   

Progyny is proud to be an Equal Opportunity and Affirmative Action employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law. 

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com. 

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