Senior Telephony Analyst

CareMore Health

. Serve as the primary business resource and subject matter expert for the Five9 telephony platform across CareMore .

Posted 11/11/2026full-timeRemote • United StatesSenior💰 $98,605 - $147,908 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Expertise in Five9 Telephony Platform Management, including configuration, optimization, and reporting. Strong analytical skills to translate operational data into actionable insights and recommendations while effectively collaborating with stakeholders.

Highest-signal resume keywords

Five9 Telephony Platform AdministrationOutbound Dialing Campaign ManagementWorkforce Management Tools ExperienceSystem Integration SupportTroubleshooting and Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Telephony ReportingAuto-Dialer Campaign ConfigurationSMS Campaign DevelopmentOperational Data AnalysisSystem Configuration Translation

Soft Skills

Strong Communication SkillsStakeholder ManagementAbility to Manage Multiple Priorities

Tools & Technologies

Five9Cloud-Based Contact Center Platforms

Industry Keywords

Contact Center TechnologyWorkforce ManagementOperational ReportingTelephony Best Practices

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as the primary business resource and subject matter expert for the Five9 telephony platform across CareMore
Configure, manage, and optimize Five9 auto-dialer campaigns
Support the development and ongoing operation of Five9 SMS campaigns
Develop and analyze telephony and operational reporting
Support integrations between Five9 and internal systems and applications
Monitor Five9 licensing, utilization, and platform capacity
Support Workforce Management capabilities, including forecasting, intraday management, reporting, configuration, and system troubleshooting
Partner with leaders and stakeholders across CareMore to understand business requirements and recommend telephony solutions
Coordinate testing and implementation of Five9 platform changes, enhancements, and new functionality
Develop and maintain platform documentation, configuration standards, procedures, and other resources
Monitor platform performance and recurring issues, escalating technical concerns and coordinating resolution
Stay current on Five9 capabilities and telephony best practices and recommend opportunities to improve the user and customer experience

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Business, Operations, or a related field preferred, or equivalent combination of education and relevant experience
Typically requires 4+ years of experience supporting telephony, contact center technology, workforce management, or related business applications
Hands-on experience administering or supporting Five9 or a comparable cloud-based contact center platform strongly preferred
Experience with outbound dialing campaigns, SMS capabilities, contact center reporting, and Workforce Management tools
Demonstrated ability to analyze operational and system data, identify trends and issues, and translate findings into actionable recommendations
Experience supporting system integrations and partnering with technical teams and third-party vendors to resolve issues
Strong troubleshooting and problem-solving skills with the ability to independently manage issues through resolution
Ability to translate business requirements into system configurations, process improvements, and technology solutions
Strong communication and stakeholder management skills with the ability to work effectively with operational leaders, technical teams, and vendors
Ability to manage multiple priorities in a dynamic, service-oriented environment