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Analyst, Telephony
1 week ago
ArchWell Health, LLC Nashville, United StatesArchWell Health is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community. Ou ...
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Service Desk Level 1 Analyst
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DYOPATH Nashville, United StatesJob Description · Job DescriptionDYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a cul ...
Analyst, Telephony - Nashville, United States - ArchWell Health
Description
Analyst, TelephonyNashville, TN, USA * Virtual
Req #11412
Monday, March 25, 2024
ArchWell Health is a new, innovative healthcare provider devoted to improving the lives of our senior members.
We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community.
Our members experience greater continuity of care, as well as the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities.
Job Summary:
The Telephony Analyst will work closely with the
ITand Business Operations leadership and broader
ITteam responsible for a heterogeneous corporate/Centers telephony environment.
As our Telephone Analyst, you will play a crucial role in ensuring effective and efficient telephone communication within an organization.
Your expertise will be focused on understanding and optimizing the use of telephone systems, protocols, and best practices to enhance customer service, streamline internal communication, and improve overall operational efficiency, while ensuring solutions support business requirements and workflows.
The Telephony Analyst will likewise have opportunities for involvement in variousITprojects and center technology deployments.
Duties/Responsibilities:
Primary owner and participant in Telephony / UCaaS system and solution design review, implementation, testing, and troubleshooting.
Collaborate with
ITOperations and Business leadership to maintain, develop, improve, and implement
IToperational strategies and lifecycles relating to Telephony and UCaaS solutions, help ensure these solutions are aligned with organizational goals.
Identify opportunities for process optimization and automation, streamlining
IToperations and enhancing productivity. Implement best practices, ITIL frameworks, and industry standards to drive operational excellence and ensure compliance with regulatory requirements. Steer and participate in annual Telephony solution and procedure review.
Assist with end user training and onboarding regarding Telephony and UCaaS systems and solutions.
Act as a primary point of contact for escalations related to Telephony/UCaaS, i.e.
first level is the service desk, second level is ArchWell Health's application support team, third level is this position and tagging in vendor(s) appropriately.
Daily active monitoring of Telephony/UCaaS systems and solutions, to review stability, performance, pattern analysis, pattern recognition, and other relevant areas related to the 'phone system,' trunk and circuits, DIDs, billing, etc.
g:
daily, weekly, monthly, quarterly, annual, utilization and performance for all queues and services contained therein.
Work with Phone Supervisors and Agents in day-to-day use of the Telephony and UCaaS solutions as needed.
Administrator of Telephony and UCaaS solutions, including adding and removing users, coordinating, and performing software updates, understand solution lifecycle and proactively plan for major revision updates or upgrades as required to maintain operational and security functions.
ITparticipant with business to help design and improve business call flow solutions.
Obtain and maintain a strong grasp of user base, user counts, agents versus supervisors, and forecast usage based on company growth and expansion.
Collaborate with procurement team and reseller partners where required to negotiate contracts, monitor service level agreements (SLAs), and ensure compliance with agreed-upon terms and conditions.
Participate in requests for quotes / proposals (AKA RFP / RFQ) as required by the business.Perform troubleshooting.
Possess a deep understanding of hardware, software, and networking, quickly identify problems, analyze root causes, and work with technical SMEs to develop and implement effective resolution plans and solutions.
Stay updated on industry trends and emerging technologies in telephony.Willingness to travel up to 20%. If remote, quarterly visits to HQ in Nashville, TN, and in-market center visits.
Other tasks and duties required by the position.
Required Skills/Abilities:
Must possess a very strong understanding of cloud-based phone systems, SIP, call center, PBX, VoIP, UCaaS, bring your own carrier, session border control, etc., from a technical and operational perspective.
In-depth knowledge of ITIL frameworks, industry best practices, and emerging trends in technology operations.
Possess working knowledge of popular UCaaS solutions and products, e
g:
Genesys, Cisco, RingCentral, Softphones, etc.
Proficiency in assessing and managing Telephony/UCaaS risks, implementing security measures, and ensuring compliance with relevant regulations and standards for healthcare, i.e., HIPAA as it relates to phone system use, recordings, privacy, and other related considerations.
Effective communication and interpersonal skills, with the ability to build relationships, influence stakeholders, and communicate technical concepts to a non-technical audience.
ITtechnology and phone solution fundamentals and a matching ability to troubleshoot broadly.
Solid understanding of common Windows platforms including Windows 10.
Technical and functional documentation skills are essential.
Education and Experience:
Bachelor's degree in telecommunications, computer science / computer science communication, Managed Information Systems, Information Technology, or a related field preferred.
Proven experience (5+ years) in telephony, call center, and/or UCaaS, including hands-on experience with infrastructure, networking, systems administration, and security is preferred.
Working experience in
ITproject management, Smartsheet experience is preferred. Using Smartsheet is required for this role.
5+ years' experience working in predominantly Microsoft Windows and Microsoft 365 based environments, and a solid understanding of Windows are preferred.
Experience working in a fast-paced environment with multiple projects and efforts.
ArchWell Health is an equal opportunity employer.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.
Other detailsJob Family
IT
Pay Type
Salary
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