Senior Telephony Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $98.6k - $147.9k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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CareMore Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

CareMore Health is an integrated healthcare organization delivering personalized, whole-person advanced primary care through a network of clinics and roughly 14,000 providers across multiple U. S. states. The company focuses on preventive care and management of complex chronic conditions, partnering with health plans, brokers, and provider networks to coordinate care for patients and accept a variety of insurance plans. CareMore emphasizes compassionate, patient-centered care, supporting both individual patients and institutional partners to improve outcomes and lower total cost of care.

📋 Description

• Serve as the primary business resource and subject matter expert for the Five9 telephony platform across CareMore • Configure, manage, and optimize Five9 auto-dialer campaigns • Support the development and ongoing operation of Five9 SMS campaigns • Develop and analyze telephony and operational reporting • Support integrations between Five9 and internal systems and applications • Monitor Five9 licensing, utilization, and platform capacity • Support Workforce Management capabilities, including forecasting, intraday management, reporting, configuration, and system troubleshooting • Partner with leaders and stakeholders across CareMore to understand business requirements and recommend telephony solutions • Coordinate testing and implementation of Five9 platform changes, enhancements, and new functionality • Develop and maintain platform documentation, configuration standards, procedures, and other resources • Monitor platform performance and recurring issues, escalating technical concerns and coordinating resolution • Stay current on Five9 capabilities and telephony best practices and recommend opportunities to improve the user and customer experience

🎯 Requirements

• Bachelor’s degree in Information Technology, Business, Operations, or a related field preferred, or equivalent combination of education and relevant experience • Typically requires 4+ years of experience supporting telephony, contact center technology, workforce management, or related business applications • Hands-on experience administering or supporting Five9 or a comparable cloud-based contact center platform strongly preferred • Experience with outbound dialing campaigns, SMS capabilities, contact center reporting, and Workforce Management tools • Demonstrated ability to analyze operational and system data, identify trends and issues, and translate findings into actionable recommendations • Experience supporting system integrations and partnering with technical teams and third-party vendors to resolve issues • Strong troubleshooting and problem-solving skills with the ability to independently manage issues through resolution • Ability to translate business requirements into system configurations, process improvements, and technology solutions • Strong communication and stakeholder management skills with the ability to work effectively with operational leaders, technical teams, and vendors • Ability to manage multiple priorities in a dynamic, service-oriented environment

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