Telephony Analyst

Summary

Join A Place for Mom as a Telephony Analyst and manage our Five9 cloud-based contact center solutions. You will optimize telephony operations, enhance customer interactions, and analyze call data to improve performance and satisfaction. This role requires strong telephony system knowledge, problem-solving skills, and collaboration with various departments. You will provide technical support, develop training programs, and act as a point of contact for telephony inquiries. The ideal candidate possesses a Bachelor's degree (preferred) and 2+ years of experience in telephony systems management, preferably with Five9. A competitive salary and benefits package are offered.

Requirements

• 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

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

Preferred Qualifications

• Five9 Certification or equivalent experience
• Experience in a sales environment and knowledge of contact center best practices and performance metrics

Benefits

• Base Salary: $60-$80k
• Bonus:10% Management Bonus
• 401(k) plus match
• Dental Insurance
• Health Insurance
• Vision Insurance
• Paid Time Off