Job Description

We are seeking a detail-oriented and experienced Telephony Analyst to join our team. The ideal candidate will be responsible for managing and optimizing our Five9 cloud-based contact center solutions, ensuring smooth telephony operations and enhancing customer interactions. This role requires a strong understanding of telephony systems, excellent problem-solving 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

• Bachelor’s 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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