Unified Communications Analyst

Jobgether; United States; A distancia; USD 95.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage

401(k) plan with company matching

Remote work equipment stipend

Paid time off

Professional development

Remote-first culture

Meaningful impact in healthcare ops

Descripción de la vacante

Jobgether seeks a Unified Communications Analyst to own Zoom Phone/Zoom Workplace administration, monitoring, and optimization in a remote-first US-based role. You will transform call data into actionable insights, support cross-functional teams, and ensure secure, compliant communications infrastructure within a healthcare-focused organization.

You will collaborate with IT, Analytics, Training, and external partners to drive improvements, document processes, and respond to outages or changes

Formación

• Five+ years in unified communications, telecom, or VoIP administration.
• Bachelor’s degree in IT, CS, or related field preferred.
• Hands-on Zoom Phone/Zoom Workplace administration preferred.
• Experience with call center operations, reporting, and metrics is a plus.
• Familiarity with SIP, QoS, and basic networking concepts.

Responsabilidades

• Administer Zoom Phone and Zoom Workplace platform settings and policies.
• Manage user lifecycles, licenses, extensions, and onboarding/offboarding.
• Monitor telephony data quality, troubleshoot call issues and routing.
• Provide performance metrics and reports to leadership.
• Collaborate with Analytics and Training teams for data-driven improvements.
• Ensure HIPAA/HITRUST compliance and documentation.
• Serve as liaison with external partners for deployments and support.

Conocimientos

Unified communications

Zoom Phone admin

VoIP administration

Data analysis

Vendor management

Networking fundamentals

Healthcare industry knowledge

Educación

Bachelor's degree in IT/CS/related field

Herramientas

Zoom Phone

Zoom Workplace

Descripción del empleo

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Unified Communications Analyst based in the United States.Take ownership of the voice and digital communication systems that keep business operations running smoothly in a remote-first environment. As a Unified Communications Analyst, you will oversee the administration, performance, and reliability of enterprise telephony platforms, with a focus on Zoom Phone and Zoom Workplace. You will transform call data into actionable insights that help business leaders improve team performance and customer service. Working across IT, Training, Analytics, and external technology partners, you will resolve issues, optimize workflows, and support system enhancements. You will also play a key role in maintaining security, documentation, and regulatory compliance across communications infrastructure. This is an opportunity to combine technical expertise, analytical thinking, and cross-functional collaboration in a healthcare-focused organization.

Accountabilities

• 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 telephony platforms, including account creation and removal, license and extension assignments, direct numbers, and moves, adds, changes, and deletes aligned with onboarding, offboarding, and access policies.
• Monitor system usage and performance across the organization, validate the accuracy of telephony data, and proactively troubleshoot call quality, connectivity, routing, and device issues.
• Collaborate with business department leaders to provide performance metrics, including call volumes, answer and abandonment rates, wait and handle times, missed calls, and agent availability.
• Develop and distribute recurring and ad hoc reports, identify trends and operational pain points, and translate data into practical recommendations for department leaders and executive stakeholders.
• Partner with the Analytics team to improve reporting quality and support data-driven decisions about communications workflows and team performance.
• Work with the Training team to develop and maintain job aids, process documentation, and step-by-step instructions for frontline employees, supporting the rollout of new features and workflows.
• Act as the escalation point for employee and IT inquiries concerning telephony systems, call flows, performance metrics, and communications issues.
• Serve as the primary liaison with external implementation and support partners, coordinating engineering investigations, large-scale changes, support cases, and validation of completed work.
• Maintain compliance with HIPAA, HITRUST, and internal policies, including requirements for call recording consent and retention, access controls, and emergency calling (E911).
• Prepare and maintain documentation and evidence required for HITRUST certification renewal, ensuring that system changes are planned, tested, and recorded appropriately.
• Identify opportunities to improve call flows, reporting processes, tools, and system reliability, and contribute to a forward-looking communications improvement roadmap.

Requirements

• At least five years of professional experience in unified communications, telecommunications, or VoIP administration.
• A bachelor's degree in Information Technology, Computer Science, Computer Information Systems, Network Engineering, or a related field is preferred.
• Hands‑on experience administering Zoom Phone and Zoom Workplace is preferred.
• Experience with call center or call queue operations, including telephony reporting and performance metrics, is an advantage.
• Familiarity with PolyAI and/or Gong is preferred.
• Working knowledge of Session Initiation Protocol (SIP), Quality of Service (QoS), call routing, and fundamental networking concepts.
• Experience managing relationships with external vendors and implementation or support partners.
• Healthcare or insurance industry experience is preferred.
• Strong analytical skills, attention to detail, and the ability to validate data before sharing reports or recommendations.
• Excellent written and verbal communication skills, with the ability to explain technical issues and performance trends to audiences with different levels of technical knowledge.
• A proactive, accountable approach to troubleshooting, continuous improvement, documentation, and cross-functional collaboration.
• Ability to work remotely with a reliable, uninterrupted internet connection and provide your own internet service.
• Comfort working primarily at a computer and communicating regularly through email, chat, phone, and video conferencing.
• Occasional availability outside standard business hours to support planned system changes or urgent telephony outages.

Benefits

• Comprehensive healthcare coverage: Medical, dental, and vision insurance for employees and their families.
• Life insurance: Basic life insurance at no cost, plus voluntary life insurance options for employees, spouses, and children.
• Disability protection: Short‑term and long‑term disability coverage at no cost.
• Additional voluntary benefits: Options including hospital indemnity, critical illness, accident indemnity, and pet insurance.
• Paid time off: A generous PTO policy to support rest and personal time.
• Retirement savings: A 401(k) plan with company matching.
• Remote work equipment: Apple equipment and a media stipend to support your remote workspace.
• Remote‑first culture: A collaborative working environment with opportunities to partner across teams.
• Professional development: Opportunities for growth and continued employee development.
• Meaningful impact: The chance to support healthcare-related operations through reliable, secure, and effective communications systems.