Senior Telephony Analyst

Role overview

Serve as the primary business and operational specialist for a cloud contact center platform, keeping telephony services reliable and aligned with day-to-day needs. The role spans platform administration, outbound campaigns, reporting, workforce management, integrations, and continuous improvement, working closely with operational leaders, IT, vendors, and other stakeholders.

Responsibilities - Administer and optimize the contact center platform, troubleshoot issues, and maintain consistent governance and operating practices. - Configure outbound dialing campaigns and support SMS initiatives, including requirements gathering, testing, performance monitoring, and improvements. - Produce and interpret operational and telephony reports, identify trends or recurring problems, and share practical recommendations with leaders. - Coordinate with technical teams and vendors to support integrations, resolve system issues, and implement platform enhancements. - Track licensing, usage, and capacity needs, and support workforce management activities such as forecasting, intraday operations, and reporting. - Document configurations and procedures, coordinate changes with minimal service disruption, and identify opportunities to improve workflows and user experience.

Requirements - Typically four or more years supporting telephony, contact center technology, workforce management, or related business applications. - Hands-on experience with Five9 or a similar cloud contact center platform is preferred. - Familiarity with outbound dialing, SMS, contact center reporting, and workforce management tools. - Ability to analyze system and operational data and turn findings into useful recommendations. - Experience working with technical teams and third-party vendors on system integrations and issue resolution. - Strong troubleshooting, communication, and stakeholder management skills, with the ability to manage multiple priorities independently.

Nice to have

A bachelor’s degree in information technology, business, operations, or a related field is preferred; equivalent education and relevant experience may also qualify.