Senior Telephony Analyst

Job Description Summary
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Role Summary

The Senior Telephony Analyst serves as the primary business resource for the Five9 telephony platform supporting CareMore operations. This role is responsible for day-to-day platform administration, troubleshooting, governance, reporting, and optimization to ensure telephony capabilities effectively support business and operational needs.

The Senior Telephony Analyst partners closely with operational leaders, IT teams, vendors, and other stakeholders to translate business requirements into effective telephony solutions. The role supports auto-dialer and SMS campaigns, Workforce Management capabilities, system integrations, licensing and capacity management, and platform enhancements while using data and analytics to identify trends and opportunities for improvement. ‎
How will you make an impact & Requirements
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Key Responsibilities

- Serve as the primary business resource and subject matter expert for the Five9 telephony platform across CareMore, providing day-to-day administration, troubleshooting, governance, and optimization.

- Configure, manage, and optimize Five9 auto-dialer campaigns, including campaign setup, dialing strategies, performance monitoring, troubleshooting, and ongoing enhancements.

- Support the development and ongoing operation of Five9 SMS campaigns, partnering with business teams on requirements, configuration, testing, troubleshooting, and optimization.

- Develop and analyze telephony and operational reporting to identify trends, investigate performance issues, measure effectiveness, and provide actionable insights and recommendations to leaders.

- Support integrations between Five9 and internal systems and applications, partnering with IT teams, vendors, and business stakeholders to troubleshoot issues and implement enhancements.

- Monitor Five9 licensing, utilization, and platform capacity; identify current and anticipated needs and recommend adjustments to support operational requirements and growth.

- Support Workforce Management capabilities, including forecasting, intraday management, reporting, configuration, and system troubleshooting in partnership with operational leaders.

- Partner with leaders and stakeholders across CareMore to understand business requirements, recommend telephony solutions, and identify opportunities to improve workflows, productivity, and platform utilization.

- Coordinate testing and implementation of Five9 platform changes, enhancements, and new functionality while minimizing operational disruption.

- Develop and maintain platform documentation, configuration standards, procedures, and other resources to promote consistent and effective use of telephony capabilities.

- Monitor platform performance and recurring issues, escalating technical concerns and coordinating resolution with IT teams and vendors as appropriate.

- Stay current on Five9 capabilities and telephony best practices and recommend opportunities to improve the user and customer experience.

Qualifications

- Bachelor’s degree in Information Technology, Business, Operations, or a related field preferred, or equivalent combination of education and relevant experience.

- Typically requires 4+ years of experience supporting telephony, contact center technology, workforce management, or related business applications.

- Hands-on experience administering or supporting Five9 or a comparable cloud-based contact center platform strongly preferred.

- Experience with outbound dialing campaigns, SMS capabilities, contact center reporting, and Workforce Management tools.

- Demonstrated ability to analyze operational and system data, identify trends and issues, and translate findings into actionable recommendations.

- Experience supporting system integrations and partnering with technical teams and third-party vendors to resolve issues.

- Strong troubleshooting and problem-solving skills with the ability to independently manage issues through resolution.

- Ability to translate business requirements into system configurations, process improvements, and technology solutions.

- Strong communication and stakeholder management skills with the ability to work effectively with operational leaders, technical teams, and vendors.

- Ability to manage multiple priorities in a dynamic, service-oriented environment.
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Compensation Range:
$118,326.00 to
$177,490.00
The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.