Position listed on behalf of a partner company that manages all applications and next steps
Responsibilities
Administer and maintain Zoom Phone and Zoom Workplace Business Plus: call queues, auto receptionists, IVR menus, call routing, business hours, shared lines, voicemail, phone numbers, devices, call recording policies
Manage full user lifecycle within telephony platforms: account creation/removal, license and extension assignments, direct numbers, MACD aligned with onboarding/offboarding and access policies
Monitor system usage and performance; validate telephony data accuracy; troubleshoot call quality, connectivity, routing, device issues
Collaborate with business department leaders to provide performance metrics: call volumes, answer and abandonment rates, wait and handle times, missed calls, agent availability
Develop and distribute recurring and ad hoc reports; identify trends and operational pain points; translate data into recommendations
Partner with Analytics team to improve reporting quality
Work with Training team to develop job aids, process documentation, step-by-step instructions
Act as escalation point for employee and IT inquiries concerning telephony systems
Serve as primary liaison with external implementation and support partners
Maintain compliance with HIPAA, HITRUST, internal policies, including call recording consent and retention, access controls, E911
Prepare and maintain documentation and evidence for HITRUST certification renewal
Identify opportunities to improve call flows, reporting processes, tools, system reliability
Requirements
At least 5 years of professional experience in unified communications, telecommunications, or VoIP administration
Bachelor's degree in IT, Computer Science, CIS, Network Engineering, or related field preferred
Hands-on experience administering Zoom Phone and Zoom Workplace preferred
Experience with call center or call queue operations, telephony reporting and performance metrics is an advantage
Familiarity with PolyAI and/or Gong preferred
Working knowledge of SIP, QoS, call routing, fundamental networking concepts
Experience managing relationships with external vendors and implementation/support partners
Healthcare or insurance industry experience preferred
Strong analytical skills, attention to detail, ability to validate data
Excellent written and verbal communication skills
Ability to work remotely with reliable internet connection
Occasional availability outside standard business hours