Job Description
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.
Key Responsibilities
- 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
- Suppo...