Unified Communications Analyst

You’re more valuable than ever – And that’s just how we’ll make you feel.

This hands-on, customer-first technical position will be responsible for supporting various VoIP and contact center technologies within IT Infrastructure, with an immediate focus on complete day to day Telecom and contact center requests via email, chat, phone and Zendesk ticketing.   

This position will be primarily responsible for supporting and growing TalkDesk.  Working closely with contact center leaders and end users to ensure that patient calls are routed efficiently and effectively.  Partnering with the contact center leaders to constantly enhance their training, reporting, and monitoring so they can improve their operation.    

Additionally, this person will be relied upon to provide support for other telecommunications technologies from OfficeSuite, Teams Voice, eFax and others.  It will require partnering closely with the GoHealth Urgent Care operations and front-line leaders to identify and implement opportunities to provide technology efficiencies and operational improvements. Develop technical documentation consisting of diagrams, step by step procedures, system configurations, call flows and other pertinent information required for the voice environment.  Work with communications carriers and managed service vendors on trouble tickets, activations, and configurations.  This person will work with internal teams to continue to improve contact center and call routing efficiencies.   

As the unified communications analyst, you will provide technical support to end users on various technical issues and problems relating to hardware, software, and peripherals, including systems configuration, application support, hardware support, telecom support, and systems integration analysis. The ideal candidate is energetic, a tenacious problem solver, and self-confident; someone that can thrive in a fun, fast-paced work environment. 

Job Requirements 

Education 

• 4-year degree or equivalent work experience required 

Work Experience 

• Experience supporting TalkDesk or similar CCAAS platform required 

• Building and managing TalkDesk integrations 

• Strong knowledge of telecommunications terminology and voice practices 

• Ability to troubleshoot and document PC applications or soft phones 

• Preferred candidates will have data networking experience 

Required Licenses/Certifications 

Additional Knowledge, Skills and Abilities Required 

• General to advanced knowledge of TCP/IP networking 

• Ability to troubleshoot office systems tools (phones, printers, scanners, etc.) 

• Expertise with design, build, and testing for voice system call routing and system integration 

• Working knowledge of RESTful API functionality, use, and troubleshooting including API methods 

• Excellent customer service, verbal, and written communication skills 

• Strong problem solving and technical troubleshooting skills 

• Experience with remote support tools, Bomgar, LogMeIn, Team Viewer, etc. 

• Ability to handle multiple tasks, manage priorities and remain professional 

• Must have the ability to distinguish low impact from high impact problems with little direction 

• Ability to provide technical leadership to the end users 

• Knowledge and demonstrated operating experience in one or more of the following areas of specialization: Voice, Video, Fax, Mobile Communications, VOIP telecom and hardware, and call flow integrations with other tools 

• Demonstrated ability to implement, drive and track projects. 

• Demonstrate sense of urgency to ensure that end users, field staff and leadership experience a high level of support 

Additional Knowledge, Skills, and Abilities Preferred 

Essential Functions 

Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job’s purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Following are the essential functions of the job.  

• UCaaS solutions ownership and support is included to but not limited to the following: 

• VOIP phone system and hardware 

• TalkDesk Call Center system and hardware 

• eFax Cluster and router platform 

• Teams voice 

• Handles programming issues, changes, or requests on our Unified Communications Platforms 

• Demonstrates understanding of the structure and functions of all VoIP/SIP/CC in use by GoHealth Urgent Care 

• Demonstrates understanding of network troubleshooting and terminology including LAN/WAN, VPN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, Call Routing through our networks, etc. 

• Port forwards for cameras, softphone set up, QOS settings review, Basic WAN circuit testing, etc. 

• Escalates trouble tickets with service vendors if no progress is being made within a set amount of time 

• De-escalates techniques and associated call handling skills 

• Understand different call and communication flows happen with the GoHealth technology ecosystem.  

• Document and maintain end user training and how-to documents as well as communication flow diagrams 

• Ability to build accounts as well as provision all current communication models supported by GoHealth per center and company specifications 

• Keep up to date on relevant competitive solutions, products and services. 

• Perform advanced technical presentations for customers, and prospects remotely and in-person. 

• Develop advanced system configurations and implementations in response to customer needs and requirements. 

• Responsible for continued education on the platform and underlying technologies 

• Ability to analyze track and understand telephony monthly bills to continue to drive down operations costs 

• Excellent communication skills (in person, verbal and written) 

• Customer focused and enthusiastic in helping people to resolve technical problems 

• Experience and skill with user hardware installation and basic configuration 

• Windows operating system support knowledge/experience 

• Strong desire to expand and acquire new skills 

• Other duties as assigned 

All other duties as assigned. 

Note:  this job description is not inclusive of all the duties of the position.  You may be asked by leaders to perform other duties.  Management reserves the right to revise this position description at any time.   

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.