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About the role
Hiring:Business Analayst-Phones About the Role We are looking for an experienced Business Analyst to manage and support Salesforce Service Cloud Voice (SCV) and Amazon Connect . The ideal candidate should have strong experience in telephony administration, VoIP technologies, user support, troubleshooting, and system optimization. Key Responsibilities Manage and maintain Salesforce Service Cloud Voice (SCV) and Amazon Connect . Configure, monitor, and troubleshoot telephony systems to ensure smooth operations. Handle user setup, access management, and account maintenance. Diagnose and resolve call routing and telephony-related issues. Create and maintain system documentation and process flows. Provide technical support and training to end users. Conduct User Acceptance Testing (UAT) for telephony enhancements and changes. Analyze telephony usage and prepare reports to improve system performance. Support telephony implementation, upgrades, and migration projects. Work closely with internal teams and vendors to deliver telephony solutions. Ensure telephony systems follow security, compliance, and industry best practices. Required Skills Bachelor's degree in Computer Science, Information Technology, or a related field. 2+ years of experience in telephony administration or support. Hands-on experience with Salesforce Service Cloud Voice (SCV) and Amazon Connect . Experience with VoIP technologies and telephony troubleshooting. Good understanding of call routing, user management, and telephony operations. Strong analytical, problem-solving, and communication skills. Experience in project coordination and managing multiple priorities. Knowledge of telephony security and compliance standards. Good to Have Experience with Vonage . Exposure to process documentation tools such as Visio .
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