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Unified Communications Analyst
Dane Street. Serve as the Subject Matter Expert for VoIP, telephony, and digital communications .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in VoIP and Unified Communications, with a strong focus on administering Zoom Phone and Zoom Workplace. Capable of managing telephony systems, ensuring compliance with HIPAA and HITRUST, and translating data into actionable insights for stakeholders.
Highest-signal resume keywords
VoIP AdministrationZoom Phone ManagementTelephony ReportingHIPAA ComplianceCall Quality Monitoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Unified CommunicationsTelecommunicationsCall Center OperationsSIP KnowledgeQoS UnderstandingCall RoutingTelephony MetricsZoom Workplace AdministrationData AnalysisSystem Documentation
Soft Skills
Problem SolvingCommunicationCollaborationRelationship ManagementTraining Support
Tools & Technologies
Zoom PhoneZoom WorkplacePolyAIGongDigital Productivity Tools
Industry Keywords
HIPAAHITRUSTHealthcareInsuranceTelephony Compliance
Tech Stack
Tools & technologiesVoIP
About the role
Key responsibilities & impact- Serve as the Subject Matter Expert for VoIP, telephony, and digital communications
- Administer and maintain Zoom Phone and Zoom Workplace Business Plus, including call queues, auto receptionists/IVR menus, call routing, business hours, shared lines, voicemail, phone numbers, devices, and call recording policies
- Manage the full phone-system user lifecycle, including licenses, extensions, direct numbers, and MACDs
- Monitor company-wide phone-system usage and ensure lines, numbers, queues, and devices function correctly
- Identify and resolve call quality, connectivity, and routing issues, escalating to vendors as needed
- Share call metrics and team-performance data with Business Department leads
- Build, maintain, and distribute recurring and ad hoc telephony reports
- Translate telephony data into recommendations for department leaders and executive stakeholders
- Partner with Analytics on reporting and analysis
- Create and maintain job aids, process documents, and step-by-step instructions with the Training team
- Support rollout of new phone features, workflows, and changes
- Answer employee and leadership questions about phone metrics, system details, call flows, and pain points
- Serve as the escalation point for telephony and communications issues
- Manage the relationship with Dane Street’s Zoom Implementation and Support partner
- Scope requests, coordinate engineering investigations and mass changes, validate completed work, and manage Zoom support cases through resolution
- Ensure communications systems comply with HIPAA, HITRUST, and Dane Street Policies
- Maintain call recording consent and retention, access controls, and E911 requirements
- Provide evidence and documentation for HITRUST Certification Renewal
- Review the phone setup, independently operate the phone system, deliver reports, implement improvements, prepare compliance documents, and create a six-month roadmap during the first 90 days
Requirements
What you’ll need- Bachelor’s Degree in Information Technology, Computer Science, Computer Information Systems (CIS), or Network Engineering is preferred
- 5+ years of experience in Unified Communications, Telecommunications, or VoIP administration is required
- Hands-on administration experience with Zoom Phone and Zoom Workplace
- Experience with call center or call queue operations, including telephony reporting and performance metrics
- Experience with PolyAI and/or Gong
- Working knowledge of SIP, QoS, call routing, and basic network concepts
- Experience managing relationships with implementation partners and vendors
- Business experience in a healthcare and/or insurance setting
- Prolonged periods sitting or remaining stationary at a desk and working on a computer
- Constant operation of a computer, keyboard, mouse, headset, and other digital productivity tools
- Close visual acuity to view computer screens, analyze data and reports, and read extensive digital documentation
- Frequent communication via email, chat, phone, and video conferencing platforms
- Occasional availability outside standard business hours for planned system changes or urgent phone outages
- Supply and support own internet services
- Maintain an uninterrupted internet connection for work from home
Benefits
Comp & perks- Medical, dental, and vision coverage for employees and families
- Voluntary life insurance for employees, spouses, and children
- Voluntary hospital indemnity, critical illness, accident indemnity, and pet insurance plans
- Basic life insurance at no cost
- Short-term disability coverage at no cost
- Long-term disability coverage at no cost
- Generous paid time off
- 401(k) plan with company match
- Apple equipment for remote workspace
- Media stipend for remote workspace
- Collaborative remote culture
- Professional growth opportunities
- Meaningful work supporting the healthcare industry
- Comprehensive benefits
- Commitment to employee development