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Telephony Analyst Jobs (NOW HIRING)

Selene Holdings

Sr. Telephony Analyst

Dallas, TX · On-site

$87K - $115K/yr

The Senior Telephony Analyst serves as a key contributor to the design, administration, optimization, and advancement of Selene's contact center technology environment. This role combines telephony ...

Selene Holdings

Sr. Telephony Analyst

Dallas, TX · On-site

$87K - $115K/yr

The Senior Telephony Analyst serves as a key contributor to the design, administration, optimization, and advancement of Selene's contact center technology environment. This role combines telephony ...

Aledade PBC

Telephony Integration Administrator

The Telephony Solutions Administrator is responsible for driving the design, implementation, and ... Proven ability to analyze and synthesize data to develop sound conclusions. * Ability to ...

Aledade PBC

Telephony Integration Administrator

The Telephony Solutions Administrator is responsible for driving the design, implementation, and ... Proven ability to analyze and synthesize data to develop sound conclusions. * Ability to ...

ITCON Services

IVR / Telephony Engineer

Nashville, TN · On-site

Administer SecureLogix voice firewalls to analyze call signaling in real-time, detecting and blocking call flooding or Telephony Denial of Service (TDoS) attacks at the network edge before they ...

Ask IT consulting

Help Desk Technician

Allegan, MI

$17.50 - $23.75/hr

Services include performing the duties of a Telephony Analyst and Billing Data Entry Clerk for multiple NTS services. Candidates must be able to professionally work with clients while diagnosing ...

Curana Health, Inc.

Workforce Business Analyst I

$50K - $65K/yr

This individual will analyze operational and telephony data, monitor workforce utilization, investigate call-related issues, and provide actionable insights that support business performance across ...

Curana Health, Inc.

Workforce Business Analyst I

This individual will analyze operational and telephony data, monitor workforce utilization, investigate call-related issues, and provide actionable insights that support business performance across ...

Ascend

Telephony Program Manager

Palo Alto, CA

$85K - $90K/yr

Produce risk analysis and risk mitigation plans. Effectively build and manage project budgets ... Oversee and manage all telephony requests and projects involving new phone numbers, call flow ...

Ensemble Health Partners, Inc.

Senior Engineer, Telephony

$107K - $146K/yr

As a Telephony Data Engineer, you will play a crucial role in designing, implementing, maintaining ... Analyze pervious and present data for better decision making, building multi-dimensional data ...

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Telephony Analyst information

See salary details

$29.5K

$71.5K

$123K

How much do telephony analyst jobs pay per year?

As of Sep 3, 2026, the average yearly pay for telephony analyst in the United States is $71,511.00, according to ZipRecruiter salary data. Most workers in this role earn between $54,500.00 and $79,000.00 per year, depending on experience, location, and employer.

What is a telephony analyst?

Telephony Analysts are IT professionals who manage and optimize an organization's telecommunication systems, such as phone networks, VoIP systems, and call center technologies. They are responsible for configuring, maintaining, and troubleshooting telephony infrastructure to ensure efficient and secure communication. Telephony Analysts often work closely with vendors, monitor system performance, and assist in planning upgrades or migrations to new telephony technologies. Their role is crucial for organizations that rely on effective voice communication systems for daily operations.

What are some common challenges telephony analysts face when supporting large-scale enterprise phone systems?

Telephony Analysts often encounter challenges such as troubleshooting complex issues across multiple locations, ensuring system reliability during peak usage, and keeping up with evolving telecommunication technologies. They may also need to coordinate with IT, network, and support teams to resolve incidents quickly and maintain seamless communication services. Staying updated on security protocols and managing vendor relationships are additional aspects that require adaptability and proactive problem-solving.

What are the key skills and qualifications needed to thrive as a telephony analyst, and why are they important?

To thrive as a Telephony Analyst, you need a solid understanding of telecommunications systems, VoIP technologies, and network protocols, often supported by relevant IT degrees or certifications such as CompTIA Network+ or Cisco CCNA. Familiarity with telephony management software, PBX systems, call routing tools, and troubleshooting platforms is essential. Strong analytical thinking, problem-solving abilities, and effective communication skills help you address technical issues and collaborate with both technical and non-technical stakeholders. These skills ensure reliable voice communication infrastructure, minimize downtime, and support seamless business operations.
Telephony Analyst jobs near you
Infographic showing various Telephony Analyst job openings in the United States as of August 2026, with employment types broken down into 90% Full Time, 5% Part Time, and 5% Contract. Highlights an 80% Physical, 8% Hybrid, and 12% Remote job distribution, with an average salary of $71,511 per year, or $34.4 per hour.

Sr. Telephony Analyst

Selene Holdings

Dallas, TX • On-site

$87K - $115K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 16 days ago

Job description

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!
The Senior Telephony Analyst serves as a key contributor to the design, administration, optimization, and advancement of Selene's contact center technology environment. This role combines telephony administration, IVR/IVA development, contact center engineering, reporting, and operational strategy to improve borrower experience, maximize operational efficiency, and support business growth.
The ideal candidate will possess deep expertise in telephony systems, IVR programming, intelligent virtual assistant (IVA) technologies, inbound and outbound call routing strategies, and contact center operations. This individual will act as a strategic partner to Operations, Technology, and Business stakeholders by providing technical leadership, supporting innovative customer engagement solutions, and ensuring the contact center technology stack remains scalable, compliant, and effective.
Essential Duties and Responsibilities
Telephony Administration & Contact Center Engineering
  • Serve as the primary administrator for Selene's contact center platforms, including Alvaria Cloud, dialer campaigns, inbound queue management, call routing strategies, and Interactive Voice Response (IVR) systems.
  • Design, configure, maintain, and optimize inbound and outbound call-routing solutions to improve operational effectiveness, customer experience, and regulatory compliance.
  • Manage and support Intelligent Virtual Assistant (IVA) technologies, including implementation, configuration, troubleshooting, enhancement, and ongoing optimization.
  • Provide on-demand technical support and consultation to business teams utilizing IVR, IVA, and contact center technologies.
  • Partner with internal technology teams, vendors, and stakeholders to identify opportunities for platform enhancements, automation, and process improvements.
  • Support future-state contact center initiatives involving AI-driven customer engagement, self-service capabilities, and advanced telephony solutions.
  • Act as a subject matter expert on contact center architecture, call flow design, routing logic, and telephony systems administration.
Dialer Strategy & Campaign Management
  • Develop and manage daily, weekly, and monthly dialer outreach strategies, campaigns, priorities, and schedules.
  • Configure and monitor campaign execution to ensure alignment with operational goals, investor requirements, and servicing strategies.
  • Make real-time intraday adjustments to dialing strategies and routing configurations to optimize service levels and outbound performance.
  • Evaluate campaign effectiveness and recommend process improvements to maximize right-party contact rates and operational efficiency.
Analytics & Reporting
  • Create, publish, monitor, and maintain operational reporting and dashboards supporting contact center leadership.
  • Analyze contact center performance data to identify trends, risks, opportunities, and performance gaps.
  • Provide business insights and recommendations based on key performance indicators (KPIs), operational metrics, customer behavior, and workforce trends.
  • Partner with reporting and business intelligence teams to develop scalable reporting solutions and automated data delivery mechanisms.
  • Track and provide feedback to leadership regarding agent productivity, campaign performance, investor results, service levels, and operational effectiveness.
Process Improvement & Business Support
  • Assist in developing scalable operational structures, reporting frameworks, and technology processes that support business growth and evolving customer needs.
  • Continuously evaluate contact center workflows and identify opportunities for automation, efficiency improvements, and enhanced customer experience.
  • Collaborate across Operations, Technology, Compliance, and Vendor Management teams to implement strategic initiatives.
  • Translate business requirements into technical solutions and ensure successful implementation within the telephony environment.
  • Clearly communicate technical concepts, operational strategies, project updates, and recommendations to both technical and non-technical stakeholders.
Compliance & Risk Management
  • Ensure telephony solutions, IVR workflows, messaging strategies, and customer communications meet regulatory and servicing requirements.
  • Establish internal controls, monitoring processes, and operational oversight routines to reduce compliance and operational risk.
  • Support audit, compliance, and governance initiatives related to contact center technology and customer communications.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and experience required.
Required Experience
  • Minimum 5 years of experience within a Contact Center, Telephony Engineering, Contact Center Technology, Workforce Management, or Customer Experience environment.
  • Experience administering enterprise telephony platforms such as Alvaria Cloud, Genesys Cloud, NICE, Five9, Amazon Connect, or similar technologies.
  • Direct experience designing, supporting, or managing IVR (Interactive Voice Response) systems.
  • Experience implementing, supporting, or optimizing Intelligent Virtual Assistant (IVA), conversational AI, chatbot, or voice automation technologies.
  • Experience managing inbound and outbound call-routing strategies, queue design, and routing logic.
  • Strong background in contact center engineering, telephony architecture, and customer engagement technologies.
  • Experience supporting large-scale contact center operations with geographically dispersed teams.
  • Experience working closely with operational leadership to align technology solutions with business objectives.
Preferred Qualifications
  • Experience within mortgage servicing, financial services, banking, insurance, or other regulated industries.
  • Experience integrating telephony platforms with servicing systems, CRM platforms, knowledge bases, or workflow solutions.
  • Familiarity with AI-enabled contact center technologies, conversational AI, speech analytics, and automation platforms.
  • Experience supporting cloud-based contact center environments.
  • Knowledge of workforce management and contact center reporting methodologies.
Technical Skills
  • Alvaria Cloud (Outreach, Manager, CX Business UI)
  • IVR development and administration
  • IVA / Conversational AI platforms
  • Call flow design and optimization
  • Inbound and outbound call routing
  • Contact center reporting and analytics
  • Dialer campaign administration
  • Data analysis and operational reporting
  • Microsoft Excel and reporting tools
  • Contact center platform integrations

Why Selene?
Benefits
Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:
  • Paid Time Off (PTO)
  • Medical, Dental &Vision
  • Employee Assistance Program
  • Flexible Spending Account
  • Health Savings Account
  • Paid Holidays
  • Company paid Life Insurance
  • Matching 401(k) Plan

The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.
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