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