Unified Communications Analyst

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

📋 Description

• Act as the Subject Matter Expert in VoIP, telephony, and digital communication solutions.

• Oversee and manage Zoom Phone and Zoom Workplace Business Plus, which includes call queues, auto receptionists/IVR menus, call routing, business hours, shared lines, voicemail, phone numbers, devices, and call recording policies.

• Handle the complete user lifecycle of the phone system, including licenses, extensions, direct numbers, and MACDs.

• Supervise the usage of the company-wide phone system and ensure the proper functioning of lines, numbers, queues, and devices.

• Diagnose and resolve issues related to call quality, connectivity, and routing, escalating matters to vendors when necessary.

• Provide call metrics and team-performance data to Business Department leaders.

• Develop, maintain, and distribute both recurring and ad hoc telephony reports.

• Convert telephony metrics into actionable insights for department leaders and executive stakeholders.

• Collaborate with the Analytics team on reporting and analysis initiatives.

• Create and update job aids, process documents, and step-by-step guides in partnership with the Training team.

• Facilitate the rollout of new phone features, workflows, and system changes.

• Address inquiries from employees and leadership regarding phone metrics, system details, call flows, and challenges.

• Serve as the primary escalation point for telephony and communication-related issues.

• Manage relationships with Dane Street’s Zoom Implementation and Support partner.

• Define project scopes, coordinate engineering investigations and large-scale changes, validate completed tasks, and oversee Zoom support cases until resolution.

• Ensure compliance of communication systems with HIPAA, HITRUST, and Dane Street Policies.

• Maintain compliance with call recording consent and retention, access controls, and E911 regulations.

• Provide necessary evidence and documentation for HITRUST Certification Renewal.

• Review phone configurations, independently operate the phone system, deliver reports, implement enhancements, prepare compliance documentation, and establish a six-month roadmap within the first 90 days.

⛳️ Requirements

• A Bachelor’s Degree in Information Technology, Computer Science, Computer Information Systems (CIS), or Network Engineering is preferred.

• A minimum of 5 years of experience in Unified Communications, Telecommunications, or VoIP administration is required.

• Practical administration experience with Zoom Phone and Zoom Workplace.

• Familiarity with call center or call queue operations, including telephony reporting and performance metrics.

• Experience with PolyAI and/or Gong is an asset.

• Solid understanding of SIP, QoS, call routing, and fundamental network concepts.

• Proven experience managing relationships with implementation partners and vendors.

• Business experience within a healthcare and/or insurance environment.

• Ability to sit or remain stationary at a desk for extended periods while working on a computer.

• Regular operation of a computer, keyboard, mouse, headset, and other digital productivity tools.

• Close visual acuity to view computer screens, analyze data and reports, and read extensive digital documentation.

• Frequent communication through email, chat, phone, and video conferencing tools.

• Availability outside of regular business hours may be required for planned system updates or urgent phone outages.

• Must supply and maintain personal internet services.

• Ensure a stable internet connection for remote work.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage for employees and their families.

• Voluntary life insurance options for employees, their spouses, and children.

• Additional voluntary plans for hospital indemnity, critical illness, accident indemnity, and pet insurance.

• Basic life insurance provided at no cost.

• Short-term disability coverage at no expense.

• Long-term disability coverage at no cost.

• Generous paid time off policy.

• 401(k) plan with company matching contributions.

• Provision of Apple equipment for remote workspaces.

• Media stipend to support remote work setups.

• A collaborative culture for remote work.

• Opportunities for professional development and growth.

• Engaging work that contributes to the healthcare sector.

• Comprehensive benefits package.

• Strong commitment to employee development.