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The Telephony Analyst will partner with IT Operations leadership and the wider IT department to oversee a diverse corporate/contact center telephony ecosystem. This role involves optimizing the use of telephone systems, protocols, and best practices to boost customer service, simplify internal communication, and increase operational effectiveness while ensuring that solutions align with business needs and procedures.
Key Responsibilities:
- Collaborate with IT Operations leaders to create, refine, execute, and maintain strategic plans for Telephony and Unified Communications as a Service (UCaaS) solutions, ensuring they support organizational objectives. Evaluate existing operations, detect areas requiring enhancement, and suggest creative solutions to optimize technology processes and infrastructure.
- Identify potential improvements and automation opportunities to streamline IT operations and amplify productivity. Apply industry best practices, ITIL methodologies, and regulatory guidelines to promote operational perfection and adherence. Lead and engage in yearly reviews of Telephony solutions and procedures.
- Support employee education and onboarding concerning Telephony and UCaaS platforms and tools.
- Serve as the main liaison for Telephony/UCaaS escalations, collaborating with necessary teams and vendors to address concerns effectively.
- Monitor Telephony/UCaaS systems and tools daily to evaluate reliability, performance, trend patterns, and other pertinent aspects linked to phone networks, lines, direct inward dial numbers, invoicing, etc.
- Generate and distribute reports encompassing daily, weekly, monthly, quarterly, and annual data, evaluating resource allocation, queue activity, and general system performance.
- Coordinate with Phone Supervisors and Agents to facilitate smooth everyday operation of Telephony and UCaaS solutions.
- Administer Telephony and UCaaS systems, executing user account modifications, facilitating software updates, staying abreast of product cycles, and planning ahead for significant version changes or upgrades.
- Design, test, and fine-tune Telephony/UCaaS systems and tools, engaging actively during development and issue resolution stages.
- Contribute to designing and improving call flow arrangements tailored to specific business demands.
- Anticipate user demand, track user statistics, and adjust resources accordingly based on company evolution and market penetration.
- Oversee partnerships with external providers handling Telephony, UCaaS, and comparable offerings, assisting procurement teams in negotiations and SLAs enforcement, and participating in quote/proposal solicitations when requested by the business.
- Diagnose and rectify technical faults involving hardware, software, and network components; swiftly recognize and remedy complicated issues through collaboration with specialized subject matter experts.
- Keep informed about advancements in the telephony sector and adopt new technologies as appropriate.
- Be prepared to travel domestically up to 20% and visit regional centers and headquarters in Nashville, Tennessee periodically.
Preferred Qualifications:
- Comprehensive comprehension of cloud-based phone systems, SIP, call centers, PBX, VoIP, UCaaS, Bring Your Own Carrier, Session Border Control, and related topics at both technical and operational levels.
- Strong familiarity with Microsoft products and services like Teams.
- In-depth knowledge of ITIL principles, prevailing industry practices, and evolving tendencies in technology operations.
- Proficient understanding of widely used UCaaS solutions and products, e.g., Genesys, Cisco, RingCentral, softphones, etc.
- Competency in identifying and mitigating Telephony/UCaaS threats, applying safeguards, and complying with applicable laws and norms, particularly those governing confidential information protection in health care contexts.
- High motivation, exceptional critical thinking and analytical abilities, with proficiency in diagnosing and addressing intricate technological challenges.
- Excellent verbal and written communication skills, enabling relationship building, persuasion, and explanation of technical ideas to non-technical audiences.
- Robust foundational and practical understanding of common Windows platforms, complemented by robust trouble
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco's HR Notice at Collection for California Applicants and Employees .
- Virginia residents may access our state specific policies .
- Residents of all other states may access our policies .
- Canadian residents may access our policies in English and in French .
- Residents of countries governed by GDPR may access our policies .
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.