ArchWell Health is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community. Our members experience greater continuity of care, as well as the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities.

Job Summary:

The Telephony Analyst will work closely with the IT and Business Operations leadership and broader IT team responsible for a heterogeneous corporate/Centers telephony environment. As our Telephone Analyst, you will play a crucial role in ensuring effective and efficient telephone communication within an organization. Your expertise will be focused on understanding and optimizing the use of telephone systems, protocols, and best practices to enhance customer service, streamline internal communication, and improve overall operational efficiency, while ensuring solutions support business requirements and workflows.

The Telephony Analyst will likewise have opportunities for involvement in various IT projects and center technology deployments.

Duties/Responsibilities:

• Primary owner and participant in Telephony / UCaaS system and solution design review, implementation, testing, and troubleshooting.
• Collaborate with IT Operations and Business leadership to maintain, develop, improve, and implement IT operational strategies and lifecycles relating to Telephony and UCaaS solutions, help ensure these solutions are aligned with organizational goals. Assess current operations, identify areas for improvement, and propose innovative solutions to optimize technology processes and infrastructure.
• Identify opportunities for process optimization and automation, streamlining IT operations and enhancing productivity. Implement best practices, ITIL frameworks, and industry standards to drive operational excellence and ensure compliance with regulatory requirements. Steer and participate in annual Telephony solution and procedure review.
• Assist with end user training and onboarding regarding Telephony and UCaaS systems and solutions.
• Act as a primary point of contact for escalations related to Telephony/UCaaS, i.e. first level is the service desk, second level is ArchWell Health's application support team, third level is this position and tagging in vendor(s) appropriately.
• Daily active monitoring of Telephony/UCaaS systems and solutions, to review stability, performance, pattern analysis, pattern recognition, and other relevant areas related to the 'phone system,' trunk and circuits, DIDs, billing, etc.
• Primary point of contact, and responsible for, all Telephony/UCaaS reporting, e.g.: daily, weekly, monthly, quarterly, annual, utilization and performance for all queues and services contained therein.
• Work with Phone Supervisors and Agents in day-to-day use of the Telephony and UCaaS solutions as needed.
• Administrator of Telephony and UCaaS solutions, including adding and removing users, coordinating, and performing software updates, understand solution lifecycle and proactively plan for major revision updates or upgrades as required to maintain operational and security functions.
• Be an active IT participant with business to help design and improve business call flow solutions.
• Obtain and maintain a strong grasp of user base, user counts, agents versus supervisors, and forecast usage based on company growth and expansion.
• Evaluate and manage relationships with external vendors relating to Telephony, UCaaS, and other similar services and contractors. Collaborate with procurement team and reseller partners where required to negotiate contracts, monitor service level agreements (SLAs), and ensure compliance with agreed-upon terms and conditions. Participate in requests for quotes / proposals (AKA RFP / RFQ) as required by the business.
• Perform troubleshooting. Possess a deep understanding of hardware, software, and networking, quickly identify problems, analyze root causes, and work with technical SMEs to develop and implement effective resolution plans and solutions.
• Stay updated on industry trends and emerging technologies in telephony.
• Willingness to travel up to 20%. If remote, quarterly visits to HQ in Nashville, TN, and in-market center visits.
• Other tasks and duties required by the position.

Required Skills/Abilities:

• Must possess a very strong understanding of cloud-based phone systems, SIP, call center, PBX, VoIP, UCaaS, bring your own carrier, session border control, etc., from a technical and operational perspective.
• Possess strong working knowledge of Microsoft products and services, such as Teams.
• In-depth knowledge of ITIL frameworks, industry best practices, and emerging trends in technology operations.
• Possess working knowledge of popular UCaaS solutions and products, e.g.: Genesys, Cisco, RingCentral, Softphones, etc.
• Proficiency in assessing and managing Telephony/UCaaS risks, implementing security measures, and ensuring compliance with relevant regulations and standards for healthcare, i.e., HIPAA as it relates to phone system use, recordings, privacy, and other related considerations.
• Highly motivated and possesses excellent problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
• Effective communication and interpersonal skills, with the ability to build relationships, influence stakeholders, and communicate technical concepts to a non-technical audience.
• Strong grasp of IT technology and phone solution fundamentals and a matching ability to troubleshoot broadly.
• Solid understanding of common Windows platforms including Windows 10.
• Technical and functional documentation skills are essential.

Education and Experience:

• Bachelor's degree in telecommunications, computer science / computer science communication, Managed Information Systems, Information Technology, or a related field preferred.
• Proven experience (5 years) in telephony, call center, and/or UCaaS, including hands-on experience with infrastructure, networking, systems administration, and security is preferred.
• Experience in implementing new phone systems or performing large scale changes to existing phone systems preferred.
• Working experience in IT project management, Smartsheet experience is preferred. Using Smartsheet is required for this role.
• 5 years' experience working in predominantly Microsoft Windows and Microsoft 365 based environments, and a solid understanding of Windows are preferred.
• Experience with networking technologies (DNS, DHCP), multi-site, LAN/WAN topology, security alignment, strong grasp of core concepts is preferred.
• Experience working in a fast-paced environment with multiple projects and efforts.

ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.