Twilio Analyst

Excellent written and verbal communication skills and be comfortable leading and driving discussions with a variety of technical and business stakeholders with different opinions, technical and management backgrounds and agendas.


A varied background in the telecommunications and contact center space is required, with some experience with legacy/on premise contact center platforms a significant plus.


This position requires a mix of strategic thinking, and consulting.


Attention to detail, time management and clear communication are essentials tools in delivering successful engagements.


You may work independently or alongside one of our professional teams


This is a high visibility role with exposure to executives and leaders within our organization


Engage in elaboration and discovery sessions around use cases, customer journey, existing systems, and technical platforms.


Be a subject matter expert and source of knowledge around contact center and customer engagement, as well as our key partners (Twilio and Microsoft).


Create professional, high quality written deliverables as part of a strategy engagement (slide decks, analysis papers, spreadsheets, PDFs, etc.)


¿ Be a collaborative team member who readily shares knowledge and accepts/provides feedback.


¿ 5+ years of Business Analyst or similar experience working with various stakeholders to plan, coordinate and strategize contact center solutions.


¿ 5+ years of legacy call center/contact center technology experience, such as on premise Avaya, Cisco, etc.


¿ Familiarity with our Microsoft Azure Cloud Provider is an added plus


¿ Ability to translate high level business needs, initiatives and pain points into actionable technical solutions.


¿ Regular travel may be required when it is once again safe to do so.


¿ Excellent written and oral communication skills; Ability to communicate effectively with technical and non technical staff.


¿ Able to convey a clear understanding of the unique needs of different audiences.


¿ Deeply interested in technology, including complex enterprise software products, with a continual drive to learn more.


¿ Organized and reliable at completing assigned tasks on time.


¿ Demonstrates Self Awareness around work pace, process, and the ability to grow personally and professionally.


¿ Faces difficult issues and supports others who do the same.


¿ Deals constructively with problems that do not have clear solutions or outcomes.


¿ General telephony experience (SIP, RDP, WebRTC, VOIP technologies) is helpful


¿ Exposure to any Microsoft Dynamic CRM Expertise, in healthcare