Unified Communications Analyst

Dane Street, LLC

4d•Remote

About The Position

The Unified Communications Analyst is Dane Street’s Subject Matter Expert for VoIP, telephony, and digital communications. This position owns the day-to-day administration, health, and performance of the company’s phone and communications platforms, built on Zoom Phone and Zoom Workplace Business Plus, ensuring every line, queue, and user works as intended so our teams can serve clients without interruption. The Unified Communications Analyst monitors usage across the organization, validates the accuracy of telephony data, and turns that data into clear reporting and recommendations for Business Department leads, giving them visibility into how their teams are performing and where they can improve. This role is the go-to resource for questions on phone metrics, call flows, and pain points, and partners closely with the Training team to equip front-end employees with accurate job aids, process documents, and instructions. Acting as the primary liaison to Dane Street’s Zoom-provided Implementation and Support partner, the Unified Communications Analyst scopes, coordinates, and validates engineering work and mass changes, while upholding HIPAA, HITRUST, and Dane Street Policies across all communications systems. At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care. We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work.

Requirements

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

Nice To Haves

A Bachelor’s Degree in Information Technology, Computer Science, Computer Information Systems (CIS), or Network Engineering is preferred.

Responsibilities

Serve as the Subject Matter Expert for all VoIP, telephony, and digital communications at Dane Street.
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 user lifecycle within the phone system: create, update, and remove users; assign licenses, extensions, and direct numbers; and complete moves, adds, changes, and deletes (MACDs) in alignment with onboarding, offboarding, and Dane Street access policies.
Monitor phone system usage company-wide, ensuring data is accurate and complete and that all lines, numbers, queues, and devices function as intended. Proactively identify and resolve call quality, connectivity, and routing issues, escalating to vendors as needed.
Act as a cross-functional collaborator with Business Department leads, sharing metrics and data on team performance such as call volume, answer and abandonment rates, wait and handle times, missed calls, and agent availability.
Build, maintain, and distribute recurring and ad hoc reporting on phone system usage, trends, and areas for improvement. Translate telephony data into clear, actionable recommendations for department leaders and executive stakeholders, partnering with the Analytics team as needed.
Partner with the Training team to create and maintain Job Aids, Process Documents, and step-by-step instructions for front-end employees, and support rollout of new phone features, workflows, and changes.
Confidently answer questions from employees and leadership on phone metrics, system details, call flows, and pain points. Serve as the escalation point for telephony and communications issues raised by end users and the IT team.
Serve as the primary point of contact for Dane Street’s Zoom-provided Implementation and Support partner. Scope and submit requests, coordinate engineering investigations and mass changes, validate completed work, and manage support cases with Zoom through resolution.
Ensure communications systems are configured and documented in line with HIPAA, HITRUST, and Dane Street Policies, including call recording consent and retention, access controls, and emergency calling (E911) requirements. Provide evidence and documentation in support of HITRUST Certification Renewal.