Telephony Analyst - TPID Bali

A Telephony Analyst is responsible for supporting, optimizing, and enhancing contact center telephony platforms, call flows, and communication systems to improve customer experience, operational efficiency, and platform performance. They act as a key link between operations, technology teams, and platform vendors.

• Configure, maintain, and support contact center telephony platforms, including IVRs, queues, routing, and user provisioning
• Monitor telephony performance, incidents, and platform health to minimize operational disruption
• Analyze call flows and customer journeys to identify improvement opportunities
• Support implementation of new telephony capabilities, enhancements, and system changes
• Manage telephony incidents, troubleshooting, and escalation activities
• Produce telephony reporting and operational insights relating to call performance and customer behavior
• Support workforce and operational teams with routing, queue, and call management optimization
• Coordinate testing, UAT, and deployment activities for telephony changes
• Maintain telephony documentation, configuration standards, and governance controls
• Work closely with vendors and technology teams to support platform stability and continuous improvement