Business Analyst

Key Responsibilities:

1. Telephony Administration:

• Manage the configuration, implementation, and maintenance of legacy Vonage and Salesforce Service Cloud Voice (SCV) technologies.
• Perform regular system audits and health checks to ensure optimal performance and security.
• Monitor and resolve telephony system issues, providing timely support to end-users.
• Diagnose complex routing script issues, design and implementation of solutions.
• Handle user provisioning, including setup, maintenance, and deactivation of telephony accounts.
• Develop and maintain telephony documentation, including user guides, policies, and procedures.
• Process mapping & documentation of call routing, user profiles and configurations (in applications such as Vizio or similar).

1. User Support and Training:

• Lead/conduct User Acceptance Testing (UAT) for all phone system changes.
• Provide technical support and assistance to end-users for telephony-related issues.
• Conduct training sessions and create training materials to help users effectively utilize telephony systems.
• Collaborate with internal teams to address user feedback and implement improvements.

1. Data Analysis and Reporting:

• Analyze telephony usage data to identify trends, inefficiencies, and opportunities for optimization.
• Generate regular and ad-hoc reports on telephony metrics, usage patterns, and system performance.
• Provide insights and recommendations based on data analysis to enhance telephony services.

1. Project Management:

• Assist in the planning and execution of telephony-related projects, including upgrades, migrations, and new implementations.
• Coordinate with vendors and third-party service providers to ensure project success and timely delivery.
• Track project milestones, risks, and deliverables, ensuring alignment with business objectives.

1. Compliance and Security:

• Ensure telephony systems comply with company policies, industry standards, and regulatory requirements.
• Implement and maintain security measures to protect telephony data and prevent unauthorized access.
• Conduct regular security assessments and address vulnerabilities promptly.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Preferably 5+ years of experience in telephony administration and support, direct experience with Vonage and/or Salesforce Service Cloud Voice (SCV) a plus.
• Strong understanding of telephony systems, VoIP technologies, and telephony protocols.
• Proficiency in troubleshooting and resolving telephony-related issues.
• Excellent analytical skills and the ability to interpret data to drive decision-making.
• Strong communication and interpersonal skills, with the ability to train and support end-users effectively.
• Project management experience and the ability to manage multiple tasks simultaneously.
• Knowledge of telephony security best practices and compliance requirements.

Preferred Skills:

• Experience with other telephony systems and integrations.
• Familiarity with CRM systems and their telephony integrations.
• Certification in telephony or VoIP technologies.