Contact Center / Telephony Analyst

Position Summary

Contact Center / Telephony Analyst

ONSITE at Newark, California

The ideal candidate will possess a strong understanding of Contact Center as a Service solutions and Telephony technologies, as well as business analysis methodologies. This role will be pivotal in optimizing our contact center technologies, directly benefitting operations, and enhancing patient & customer experience while ensuring seamless integration across various communication channels.

Required Technical Skills :

• CCaaS - Contact Center as a Service Platform
• Cloud VOIP, Voice Call Flows, PSTN Calling
• API Integrations

Hands-on experience with CCaaS (Contact Center as a Service) solutions.

Experience in designing, configuring, implementing, and supporting CCaaS platform (Contact Center as a Service) .

Strong Understanding of Voice Call Flows, Cloud VoIP, Video, PSTN Calling and Softphones for Contact Center.

In-depth knowledge of routing strategies for Voice, Chat, SMS / Text, Video and Fax.

Advanced Contact Center Configuration proficiency for Voice, Chat, SMS / Text, Video, Fax and API Integrations .

Experience with designing Contact Center Call Flow