Telephony Analyst

Job Description

Insight Global is looking for a Telephony Analyst for one of our large pharmaceutical clients, whose organization is undergoing a significant digital transformation across Customer Experience Operations (CXO) and Shared Services. This role is critical to ensuring system continuity, access governance, process documentation, and operational readiness as legacy platforms are audited, transitioned, and modernized.

• Ensure appropriate documentation is in place that enables aligned back-up to provide the same level of support and drive consistencies across work.
• Setup and maintain all users in appropriate applications across Customer Experience Operations and Shared Services groups.
• Maintain Front End Messaging system in Humanify, including loading, scheduling, and testing messages provided by business owners.
• Troubleshoot any issues with FEM process.
• Monitor all inboxes associated with supported technologies to address any questions, requests, issues, and training needs.
• Audit Verint Usage across CXO teams to determine who needs to be updated, maintained and or removed from the new setup
• Audit Verint Scorecard Metrics to determine which ones are no longer in use and do not need to move to Five9's environment
• Audit Humanify Access across all of CXO to determine who is going to need what access in the new system and if those folks with elevated access will still

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Experience with contact center platforms