Responsibilities

• Dialpad Administration & Optimization • Manage user setup, extensions, and permissions
• Configure and optimize call routing, queues, and IVR structures to maximize answer rates
• Administer Dialpad WFM (Workforce Management) settings
• Troubleshoot call quality issues, agent status problems, and routing errors
• Monitor real-time and historical performance dashboards
• Coordinate with Dialpad support for escalations and feature rollouts
• Zoho CRM Administration • Manage user accounts, permissions, and module access
• Build and maintain workflows, automations, and business rules
• Optimize CRM processes to support intake conversion and follow-up
• Test and troubleshoot workflow issues
• Integrations & Supporting Platforms • Maintain integrations between Dialpad, Zoho, CallRail, and other systems
• Administer CallRail (tracking numbers, routing, attribution)
• Administer Emitrr (SMS, user setup, templates)
• Support other no-code/low-code tools (Scribe, Keragon) as needed
• Troubleshoot integration failures and coordinate fixes
• Performance Monitoring & Reporting • Track and report on KPIs weekly to leadership
• Identify trends and proactively address issues before they impact metrics
• Conduct root cause analysis when performance dips
• Support Operations Analyst with data extraction for deeper analysis
• Support & Troubleshooting • Respond to and resolve helpdesk tickets related to supported platforms?

Requirements

• 3+ years of experience managing contact center or communications platforms
• 2+ years of hands-on Dialpad administration experience, including call routing, queues, and WFM
• Experience being accountable for operational KPIs (answer rate, abandon rate, NPS, etc.)
• Experience administering CRM platforms (Zoho, Salesforce, or similar)
• Hands-on experience with no-code/low-code platforms and integrations
• Strong analytical skills—able to interpret data and identify root causes
• Excellent communication skills with ability to present metrics to leadership
• Ability to work on-site in Arlington, VA

Preferred

• Experience in healthcare intake, call center, or patient access operations
• Familiarity with HIPAA and data security best practices
• Experience with CallRail, Emitrr, or similar marketing/communications tools
• Background in contact center operations (not just IT administration)
• Experience with leveraging AI-based technologies to improve workflows

Benefits

• Medical, Dental, Vision and supplementary benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity.
• Paid Time Off
• Paid Office Holidays
• Paid Sick Time
• 401(k) with up to 3% company match
• Referral Program
• Payactiv: pay-on-demand. Cash out earned money when and where you need it!