Business Analyst Phones

Overview

We are looking for Business Analyst Phones with one of our US based client company.

Working hours are as per EST Zone hence as per IST it is going to be 5.30 PM to 2.30 AM OR 6.30 PM to 3.30 AM IST.

Job Description: Business Analyst - Phones

Experience: 5+Yrs

Location: Pune, India

Position Overview: Company is seeking a skilled and detail-oriented Phone / Telephony Administrator and Analyst to join our team in Pune, India. This role will focus on migration of the legacy Vonage system as well as managing and optimizing Salesforce Service Cloud Voice (SCV) technology and user base, ensuring seamless communication operations and efficient use of telephony resources.

Key Responsibilities:

• Telephony Administration:

· Manage the configuration, implementation, and maintenance of legacy Vonage and Salesforce Service Cloud Voice (SCV) technologies.

· Perform regular system audits and health checks to ensure optimal performance and security.

· Monitor and resolve telephony system issues, providing timely support to end-users.

· Diagnose complex routing script issues, design and implementation of solutions.

· Handle user provisioning, including setup, maintenance, and deactivation of telephony accounts.

· Develop and maintain telephony documentation, including user guides, policies, and procedures.

· Process mapping & documentation of call routing, user profiles and configurations (in applications such as Vizio or similar).

• User Support and Training:

· Lead/conduct User Acceptance Testing (UAT) for all phone system changes.

· Provide technical support and assistance to end-users for telephony-related issues.

· Conduct training sessions and create training materials to help users effectively utilize telephony systems.

· Collaborate with internal teams to address user feedback and implement improvements.

• Data Analysis and Reporting:

· Analyze telephony usage data to identify trends, inefficiencies, and opportunities for optimization.

· Generate regular and ad-hoc reports on telephony metrics, usage patterns, and system performance.

· Provide insights and recommendations based on data analysis to enhance telephony services.

• Project Management:

· Assist in the planning and execution of telephony-related projects, including upgrades, migrations, and new implementations.

· Coordinate with vendors and third-party service providers to ensure project success and timely delivery.

· Track project milestones, risks, and deliverables, ensuring alignment with business objectives.

• Compliance and Security:

· Ensure telephony systems comply with company policies, industry standards, and regulatory requirements.

· Implement and maintain security measures to protect telephony data and prevent unauthorized access.

· Conduct regular security assessments and address vulnerabilities promptly.

Qualifications:

· Bachelor’s degree in computer science, Information Technology, or a related field.

· Preferably 5+ years of experience in telephony administration and support, direct experience with Vonage and/or Salesforce Service Cloud Voice (SCV) a plus.

· Strong understanding of telephony systems, VoIP technologies, and telephony protocols.

· Proficiency in troubleshooting and resolving telephony-related issues.

· Excellent analytical skills and the ability to interpret data to drive decision-making.

· Strong communication and interpersonal skills, with the ability to train and support end-users effectively.

· Project management experience and the ability to manage multiple tasks simultaneously.

· Knowledge of telephony security best practices and compliance requirements.

Preferred Skills:

· Experience with other telephony systems and integrations.

· Familiarity with CRM systems and their telephony integrations.

· Certification in telephony or VoIP technologies.

Job Type: Full-time

Pay: Up to ₹1,600,000.00 per year

Schedule:

• US shift

Location:

• Baner, Pune, Maharashtra (Preferred)

Work Location: In person