• Build, configure, and maintain outbound dialer campaigns, including pacing, dispositions, campaign logic, and list strategies. • Monitor campaign performance and telephony KPIs, identifying issues or trends and escalating findings to Telephony leadership as needed. • Own and oversee SIP trunk configurations, carrier integrations, and call routing changes under the direction of Telephony leadership. • Execute and maintain call masking, branded caller ID, and spam-mitigation configurations. • Oversee and ensure compliance with number registration and TCPA/DNC compliance processes, including management of National and State Do Not Call lists. • Document telephony configurations, call flows, routing logic, and procedures to support consistent execution, troubleshooting, and knowledge sharing. • Drive the design, implementation, and optimization of call strategies across voice, SMS, and email channels in partnership with Operations and Workforce Management (WFM). • Own and direct with Five9 API usage and other integrations to enable automation, reporting, and connectivity between telephony and adjacent systems. • Collaborate with Workforce Management, QA, Operations, Compliance, and IT to ensure telephony configuration supports staffing models, performance goals, and regulatory requirements. • Lead telephony platform enhancements, system consolidations, and transitions (e.g., migrations into Five9) through configuration, testing, documentation, and operational readiness activities. • Build and troubleshoot escalated telephony issues related to call routing, dispositions, softphone configuration, and agent-level problems. • Participate in testing and quality assurance of new dialer campaigns, call flows, integrations, or system changes prior to production deployment.