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Covelo Direct (a Division of ZOE Holding)
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Telephony Analyst (CCaaS / Contact Center Systems)
About the Role
This position focuses on the design, configuration, and support of enterprise contact center technologies within a healthcare environment. As a Telephony Analyst, you’ll work with CCaaS (Contact Center as a Service) solutions that connect patients and customers across multiple channels, including voice, chat, SMS, video, and fax. Your expertise will help ensure that communication systems are efficient, reliable, and aligned with both technical and operational goals.
What You’ll Do
What You’ll Bring
*This pay range represents Covelo Direct's good faith minimum and maximum range for this role at the time of posting. Actual compensation offered will be dependent on a variety of factors, including, but not limited to, the candidate's experience, qualifications, and location.
We consider qualified applicants with criminal histories, consistent with the California Fair Chance Act and applicable local ordinances. Covelo Direct is an Equal Employment Opportunity Employer.
Telephony Analyst
Posted: 10/23/2025
2025-10-23
2025-12-09
by job title: Telephony Analyst
Job Number: 34398
Employment Type: Non-clinical
Job Description
Telephony Analyst (CCaaS / Contact Center Systems)
About the Role
This position focuses on the design, configuration, and support of enterprise contact center technologies within a healthcare environment. As a Telephony Analyst, you’ll work with CCaaS (Contact Center as a Service) solutions that connect patients and customers across multiple channels, including voice, chat, SMS, video, and fax. Your expertise will help ensure that communication systems are efficient, reliable, and aligned with both technical and operational goals.
What You’ll Do
- Configure, implement, and maintain CCaaS platforms to support omnichannel communication
- Design call flows, routing strategies, and workflows that enhance the user and patient experience
- Monitor production systems, identify performance issues, and coordinate resolutions
- Provide tier-2 application support and mentor junior analysts in troubleshooting and system management
- Collaborate with IT teams on upgrades, integrations, and new feature implementations
- Document technical requirements, workflows, and test cases for enhancements and releases
- Lead small to mid-level projects focused on telephony system improvements or software updates
- Ensure system reliability, uptime, and scalability to meet enterprise communication needs
What You’ll Bring
- Bachelor’s degree in Computer Science, Information Systems, or a related field
- 3–5 years of experience with telephony, contact center, or unified communications platforms
- Hands-on experience configuring and supporting CCaaS platforms in production environments
- Solid understanding of voice call flows, cloud VoIP, PSTN, SIP, and softphones
- Proficiency in scripting or automation (UNIX shell, Windows batch, or similar)
- Strong analytical, troubleshooting, and documentation skills
- Ability to collaborate with technical and non-technical stakeholders at all levels
- CCaaS or contact center certifications preferred
*This pay range represents Covelo Direct's good faith minimum and maximum range for this role at the time of posting. Actual compensation offered will be dependent on a variety of factors, including, but not limited to, the candidate's experience, qualifications, and location.
We consider qualified applicants with criminal histories, consistent with the California Fair Chance Act and applicable local ordinances. Covelo Direct is an Equal Employment Opportunity Employer.
Job Requirements
Telephony Analyst
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