Senior Telephony Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary business resource and subject matter expert for the Five9 telephony platform throughout CareMore.

• Configure, manage, and enhance Five9 auto-dialer campaigns.

• Assist in the development and continuous operation of Five9 SMS campaigns.

• Create and analyze telephony and operational reports.

• Facilitate integrations between Five9 and internal systems and applications.

• Oversee Five9 licensing, utilization, and platform capacity.

• Support Workforce Management functions, including forecasting, intraday management, reporting, configuration, and system troubleshooting.

• Collaborate with leaders and stakeholders across CareMore to comprehend business requirements and suggest telephony solutions.

• Coordinate testing and implementation of changes, enhancements, and new functionalities on the Five9 platform.

• Develop and maintain documentation, configuration standards, procedures, and other resources related to the platform.

• Monitor platform performance and recurring issues, escalating technical concerns and facilitating resolution.

• Keep up to date with Five9 capabilities and telephony best practices, recommending opportunities to enhance the user and customer experience.

⛳️ Requirements

• A bachelor’s degree in Information Technology, Business, Operations, or a related field is preferred, or an equivalent combination of education and relevant experience.

• Generally requires 4+ years of experience in supporting telephony, contact center technology, workforce management, or related business applications.

• Strongly preferred hands-on experience in administering or supporting Five9 or a similar cloud-based contact center platform.

• Familiarity with outbound dialing campaigns, SMS capabilities, contact center reporting, and Workforce Management tools.

• Proven ability to analyze operational and system data, identify trends and issues, and convert findings into actionable recommendations.

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

• Excellent troubleshooting and problem-solving skills, with the capability to manage issues independently through to resolution.

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

• Strong communication and stakeholder management skills, effectively working with operational leaders, technical teams, and vendors.

• Adept at managing multiple priorities in a fast-paced, service-oriented environment.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and growth.

• Flexible work arrangements and a supportive work environment.

• Employee wellness programs and resources.