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Telephony Operations Analyst

Posted 2 days agoViewed

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💎 Seniority level: Senior, 5+ years in telephony operations and 3+ years with AWS or similar systems

🔍 Industry: Finance, Banking, Home Loans

⏳ Experience: 5+ years in telephony operations and 3+ years with AWS or similar systems

Requirements:
  • 5+ years in telephony operations.
  • 3+ years with AWS or similar systems.
  • Preferred call center experience and knowledge of home loans, finance, or banking.
  • Proficiency in Workforce Management systems and data analysis tools.
  • Strong collaboration skills to align priorities across departments.
  • Experience with analytics, consumer funnels, or complex digital transactions.
  • Results-driven mindset to thrive in a fast-paced environment.
Responsibilities:
  • Collaborate with stakeholders across customers, brokers, and internal teams.
  • Be the bridge between Engineers and Designers to keep the AWS telephony system running smoothly.
  • Lead User Acceptance Testing (UAT) for new features and bug fixes.
  • Analyze data, identify trends, and drive informed decisions.
  • Implement and optimize telephony configurations for seamless operations.
  • Partner with the Centre of Excellence team on the product roadmap for smooth technical implementation.
  • Leverage Salesforce to analyze key business drivers and trends.
  • Use AWS telephony expertise to maintain seamless operations.
  • Share actionable insights with the management team.
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