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 responsibilitiesManage 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
