Senior Telephony Analyst

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.

• 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.

• 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.

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