Business Analyst

4 weeks ago

Pune, Maharashtra, India WillScot Full time

Key Responsibilities:

  1. 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).
  1. 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.
  1. 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.
  1. 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.
  1. 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.

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