Selene Diligence
Sr. Telephony Analyst
Dallas, TX · Senior
Sponsorship not specifiedDetected 30 days ago
Data AnalysisCRMOutbound SalesExcelProcess ImprovementVendor ManagementCustomer SupportLeadershipCommunicationInternal Audit
About the role
- We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT.
- A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees.
- 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.
Requirements
- 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.
- 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 supporting large-scale contact center operations with geographically dispersed teams.
- Experience working closely with operational leadership to align technology solutions with business objectives.
- The job requirements listed above are representative of the knowledge, skills, and/or abilities required.
- 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.
- 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
- 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.
Nice to have
- 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.
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
- Flexible Spending Account
- Health Savings Account
- Company paid Life Insurance
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This listing is sourced directly from Selene Diligence's careers page and normalized into a canonical job model.