Telephony Analyst

Company Description

A Place for Mom is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, A Place for Mom helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, A Place for Mom employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. A Place for Mom fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our employees live the company values every day:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.

Job Description

We are seeking a detail-oriented and experienced Telephony Analyst to join our team. The ideal candidate will be responsible for managing and optimizing our Five9 cloud-based contact center solutions, ensuring smooth telephony operations and enhancing customer interactions. This role requires a strong understanding of telephony systems, excellent problem-solving skills, and the ability to collaborate with various departments to improve performance and customer satisfaction.

Job responsibilities

• Manage the Five9 platform, including user setup, call flow configuration, and system integration.
• Ensure system performance and reliability through regular monitoring and maintenance.
• Analyze call data and metrics to provide insights into call volume, agent performance, and customer satisfaction.
• Prepare regular reports for management, identifying trends and areas for improvement.
• Identify and resolve telephony issues promptly, working closely with IT and vendor support when necessary.
• Provide technical support to agents and staff regarding Five9 functionalities.
• Develop and deliver training programs for users on Five9 features and best practices.
• Act as a point of contact for internal stakeholders regarding telephony inquiries, support, and projects.
• Work closely with the IT/Data Services teams to ensure integration with other systems (CRM, reporting platform, etc.).
• Support projects and initiatives with telephony subject matter expertise

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field preferred.
• 2 years of experience in telephony systems management, preferably with Five9.
• Strong knowledge of call center operations and metrics.
• Proficiency in Five9 configuration and administration.
• Familiarity with VoIP technologies, telephony protocols, and CRM integrations.
• Experience with data analysis and reporting tools.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Preferred to have Five9 Certification or equivalent experience.
• Preferred to have experience in a sales environment and knowledge of contact center best practices and performance metrics.

Compensation

• Base Salary: $60-$80k 
• Bonus:10% Management Bonus
• Benefits: 
  • 401(k) plus match
  • Dental Insurance
  • Health Insurance
  • Vision Insurance
  • Paid Time Off

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Additional Information

All your information will be kept confidential according to EEO guidelines. 

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.