Telephony Analyst
Telephony Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a detailoriented and experienced Telephony Analyst to join our team. The ideal candidate will be responsible for managing and optimizing our Five9 cloudbased contact center solutions ensuring smooth telephony operations and enhancing customer interactions. This role requires a strong understanding of telephony systems excellent problemsolving skills and the ability to collaborate with various departments to improve performance and customer satisfaction.
Job responsibilities
- Manage the Five9 platform including user setup call flow configuration and system integration.
- Ensure system performance and reliability through regular monitoring and maintenance.
- Analyze call data and metrics to provide insights into call volume agent performance and customer satisfaction.
- Prepare regular reports for management identifying trends and areas for improvement.
- Identify and resolve telephony issues promptly working closely with IT and vendor support when necessary.
- Provide technical support to agents and staff regarding Five9 functionalities.
- Develop and deliver training programs for users on Five9 features and best practices.
- Act as a point of contact for internal stakeholders regarding telephony inquiries support and projects.
- Work closely with the IT/Data Services teams to ensure integration with other systems (CRM reporting platform etc.).
- Support projects and initiatives with telephony subject matter expertise
Qualifications :
- Bachelors degree in Computer Science Information Technology Telecommunications or a related field preferred.
- 2 years of experience in telephony systems management preferably with Five9.
- Strong knowledge of call center operations and metrics.
- Proficiency in Five9 configuration and administration.
- Familiarity with VoIP technologies telephony protocols and CRM integrations.
- Experience with data analysis and reporting tools.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Preferred to have Five9 Certification or equivalent experience.
- Preferred to have experience in a sales environment and knowledge of contact center best practices and performance metrics.
Compensation
- Base Salary: $60$80k
- Bonus:10% Management Bonus
- Benefits:
- 401(k) plus match
- Dental Insurance
- Health Insurance
- Vision Insurance
- Paid Time Off
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Additional Information :
All your information will be kept confidential according to EEO guidelines.
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Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
