Systems Analyst - Voice Lead

Amerihealth Caritas•,

1d•Remote

About The Position

The Systems Analyst, Voice Lead administers, supports, maintains, and optimizes enterprise telecommunications platforms, including Genesys Cloud, Microsoft Teams Phone, and contact center telephony solutions. This role leads contact center call routing, call flow design, telephony integrations, and end-user support. The position works closely with business stakeholders, contact center operations, IT teams, vendors, and end users to provide reliable, efficient, and customer-focused communication services. This is a 100% remote position, and the employee must live in the EST time zone. A reliable high-speed internet connection is required, with minimum bandwidth of 50 Mbps download and 5 Mbps upload. Fully remote associates residing in states where service is required by contract, law, or regulation may submit for reimbursement.

Requirements

Associate’s Degree, a minimum of two years of Technical School, a Community College Associates Degree, or a minimum of five years of experience in a corporate Telecommunications department.
At least five years of experience in a Telecommunications environment.
Three to five years of experience supporting Call Centers, including design and implementation.
Must live in the EST time zone.
For the remote role, access to reliable high-speed internet with at least 50 Mbps download and 5 Mbps upload.

Responsibilities

Lead 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 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.
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.