Systems Analyst - Voice Lead

For roles that are 100% remote or hybrid, you must have access to a reliable high-speed internet connection to support daily job responsibilities. A minimum bandwidth of 50 Mbps download and 5 Mbps upload is required. Those fully remote associates residing in states where service is required by contract, law, or regulation will be allowed to submit for reimbursement.

Role Overview

The Systems Analyst, Voice Lead is responsible for the administration, support, maintenance, and optimization of enterprise telecommunications platforms, including Genesys Cloud, Microsoft Teams Phone, and Contact Center telephony solutions. This role serves as the technical lead for contact center call routing, call flow design, telephony integrations, and end-user support. The individual works closely with business stakeholders, contact center operations, IT teams, vendors, and end users to ensure reliable, efficient, and customer-focused communication services.

Work Arrangement

- This is a 100% Remote position but you must live in EST time zone

Responsibilities

Contact Center Administration

- Lead the administration and support of the Genesys Cloud Contact Center platform
- Design, configure, test, and maintain contact center call flows, routing strategies, IVRs, queues, skills, and business rules
- Implement and support contact center enhancements to improve customer and agent experience
- Monitor telephony performance, call quality, and platform availability
- Troubleshoot and resolve contact center incidents, outages, and service-impacting issues
- Develop and maintain inbound and outbound call routing configurations
- Ensure call flows align with business requirements, regulatory standards, and operational objectives
- Document all call flow changes and maintain current system diagrams and technical documentation
- Administer Microsoft Teams Phone services and enterprise voice solutions
- Configure auto attendants, call queues, direct routing, operator connect, and Teams voice policies
- Support migration and integration initiatives involving Teams Phone and contact center platforms

Telephony and System Support

- Act as the primary escalation point for telephony-related issues
- Investigate and resolve end-user issues involving Genesys phones, Teams Phones, call routing, voicemail, and softphone functionality
- Perform root cause analysis and implement corrective actions to prevent recurring issues
- Coordinate with telecom carriers, vendors, and service providers to resolve network and voice-related problems

Education and Experience

- Associate’s Degree, minimum two years of Technical School, Community College Associates Degree, or a minimum of five (5) years experience in a corporate Telecommunications department
- At least five (5) years’ experience in a Telecommunications environment
- At least three to five (3 – 5) years of experience supporting Call Centers, including design and implementation

Our Comprehensive Benefits Package

Flexible work solutions including remote options, hybrid work schedules, Competitive pay, Paid time off including holidays and volunteer events, Health insurance coverage for you and your dependents on Day 1, 401(k) Tuition reimbursement and more.