Unified Communications Analyst

United StatesRemoteFull-timemid

Other

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Quick Summary

Key Responsibilities

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,

Requirements Summary

The successful candidate will bring substant

Technical Tools

Other

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.

You will serve as the primary technical resource for unified communications, ensuring that telephony systems remain reliable, accurately monitored, and compliant with applicable policies and standards. Your responsibilities will include:

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

~2 min read

The successful candidate will bring substantial experience in unified communications or telecommunications administration, strong analytical skills, and the ability to communicate technical information clearly to both frontline employees and senior stakeholders. The role requires:

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.