Dialpad Contact Center Architect | Telephony & AI

Velocity Clinical Research, Inc.; Northern (KY); Hybrid; USD 85,000 - 105,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off & company holidays

401(k) company match

Annual incentive program

Job summary

Velocity Clinical Research, Inc. is seeking a Call Center Technology Administrator to own the Dialpad Contact Center platform end-to-end, including telephony configuration, IVR design, CRM/CTMS integrations, and compliance controls.

The role focuses on scalability, availability, and enterprise performance in a regulated environment. The ideal candidate will manage outbound dialing strategies, maintain system uptime, configure users, and work with vendors to resolve issues while ensuring data

Qualifications

• 3+ years in a Call Center Technology Administrator or similar role.
• Strong expertise with Dialpad Contact Center (Support/Sell) or equivalent.
• Deep understanding of inbound/outbound call routing, IVR design, and dialer logic.
• Experience with TCPA, DNC management, and outbound compliance controls.
• Ability to troubleshoot VoIP, call quality, and high-volume platform performance.

Responsibilities

• Own and optimize Dialpad configurations, IVR flows, and routing.
• Manage telephony campaigns for inbound/outbound with reliability.
• Administer user access, licenses, and RBAC.
• Integrate Dialpad with CRM/CTMS like Salesforce or Zendesk.
• Maintain enterprise dashboards for SLA, uptime, and performance.
• Lead incident response and vendor escalation for telephony issues.
• Ensure HIPAA/GDPR compliance and data privacy configurations.

Skills

Dialpad Contact Center

VoIP troubleshooting

Telephony infrastructure

Analytics & troubleshooting

Compliance management

Tools

Dialpad

Salesforce

Zendesk

Job description

Velocity Clinical Research, Inc. is seeking a Call Center Technology Administrator to own the Dialpad Contact Center platform end-to-end, including telephony configuration, IVR design, CRM/CTMS integrations, and compliance controls.

The role focuses on scalability, availability, and enterprise performance in a regulated environment. The ideal candidate will manage outbound dialing strategies, maintain system uptime, configure users, and work with vendors to resolve issues while ensuring data