Unified Communications Analyst

Job Description:

• Serve as the Subject Matter Expert for VoIP, telephony, and digital communications
• Administer and maintain Zoom Phone and Zoom Workplace Business Plus, including call queues, auto receptionists/IVR menus, call routing, business hours, shared lines, voicemail, phone numbers, devices, and call recording policies
• Manage the full phone-system user lifecycle, including licenses, extensions, direct numbers, and MACDs
• Monitor company-wide phone-system usage and ensure lines, numbers, queues, and devices function correctly
• Identify and resolve call quality, connectivity, and routing issues, escalating to vendors as needed
• Share call metrics and team-performance data with Business Department leads
• Build, maintain, and distribute recurring and ad hoc telephony reports
• Translate telephony data into recommendations for department leaders and executive stakeholders
• Partner with Analytics on reporting and analysis
• Create and maintain job aids, process documents, and step-by-step instructions with the Training team
• Support rollout of new phone features, workflows, and changes
• Answer employee and leadership questions about phone metrics, system details, call flows, and pain points
• Serve as the escalation point for telephony and communications issues
• Manage the relationship with Dane Street’s Zoom Implementation and Support partner
• Scope requests, coordinate engineering investigations and mass changes, validate completed work, and manage Zoom support cases through resolution
• Ensure communications systems comply with HIPAA, HITRUST, and Dane Street Policies
• Maintain call recording consent and retention, access controls, and E911 requirements
• Provide evidence and documentation for HITRUST Certification Renewal
• Review the phone setup, independently operate the phone system, deliver reports, implement improvements, prepare compliance documents, and create a six-month roadmap during the first 90 days

Requirements:

• Bachelor’s Degree in Information Technology, Computer Science, Computer Information Systems (CIS), or Network Engineering is preferred
• 5+ years of experience in Unified Communications, Telecommunications, or VoIP administration is required
• Hands-on administration experience with Zoom Phone and Zoom Workplace
• Experience with call center or call queue operations, including telephony reporting and performance metrics
• Experience with PolyAI and/or Gong
• Working knowledge of SIP, QoS, call routing, and basic network concepts
• Experience managing relationships with implementation partners and vendors
• Business experience in a healthcare and/or insurance setting
• Prolonged periods sitting or remaining stationary at a desk and working on a computer
• Constant operation of a computer, keyboard, mouse, headset, and other digital productivity tools
• Close visual acuity to view computer screens, analyze data and reports, and read extensive digital documentation
• Frequent communication via email, chat, phone, and video conferencing platforms
• Occasional availability outside standard business hours for planned system changes or urgent phone outages
• Supply and support own internet services
• Maintain an uninterrupted internet connection for work from home

Benefits:

• Medical, dental, and vision coverage for employees and families
• Voluntary life insurance for employees, spouses, and children
• Voluntary hospital indemnity, critical illness, accident indemnity, and pet insurance plans
• Basic life insurance at no cost
• Short-term disability coverage at no cost
• Long-term disability coverage at no cost
• Generous paid time off
• 401(k) plan with company match
• Apple equipment for remote workspace
• Media stipend for remote workspace
• Collaborative remote culture
• Professional growth opportunities
• Meaningful work supporting the healthcare industry
• Comprehensive benefits
• Commitment to employee development