Senior Telecommunications Analyst

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay

• 401(k) with robust matching and non-matching contributions

• Rich medical & pharmacy benefits

• 100% employer-paid dental and vision benefits

• Holistic wellbeing program with deep financial incentives

• Generous paid time off plus 12 paid holidays and your birthday off

• Culture of growth and learning: career development; tuition reimbursement; recognition program

• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance

• Social responsibility and volunteer opportunities

• Employee discount program

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Please note, Delta Dental will not sponsor applicants for work visas for this position.

#LI-Hybrid

At Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care - but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building equitable programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.

We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.

Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us!

Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.

The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.

Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time.

Proof of eligibility to work in the United States must be provided if selected for hire.

• Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York

If You Are A Current Employee Click Here To Apply

• 5 years of professional experience with a Bachelor's degree or equivalent professional experience.

• Strong organizational/time management and project management skills and multi-tasking abilities.

• Strong analytical, problem solving, and reasoning skills with the ability to assimilate technical telephony information, and diagnose and resolve technical issues/problems through project teams or vendors.

• Comprehensive knowledge of telephony products and services, including, but not limited to, network, hardware, software and applications (ACD, IVR, call monitoring, workforce management, and reader boards).

• Knowledge and application of English grammar, composition, editing and proofreading skills.

• Ability to mentor team members and call center liaisons and provide training and advice/guidance to less experience Analysts.

• Ability to independently prioritize workload and work within established incident and change management controls.

Base Pay Information

The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $69,999.72 - $146,600

• Administers the telecommunications infrastructure, network and applications for the Enterprise. Ability to understand the interrelationship between telecommunications systems (PSTN, Contact Center, IVR), carriers and carrier technologies (LEC, IEX, PBX), and infrastructure architectures, as well as the delivery of telecommunications services to devices and applications. Troubleshoots issues and manage multiple vendors to resolution.

• Reviews and monitors, through benchmarks and metrics, the environment to improve reliability and cost effective solutions.

• Manages more complex telephony projects, including facility moves, new application implementations and infrastructure upgrades. Plans and implements new technology as required; prepares project documentation and reports; and completes support documents after project completion.

• Analyzes application metrics for current and future improvements to the telephony environment. Assists call centers in various application and service reports for improvement to call center statistics and performance. Provides recommendations for performance improvement and documents changes to telephony environment.

• Provides consultative services to call center liaisons and other department managers as required to provide telephony solutions to business requirements.

• Maintains appropriate controls for telephony implementation including adherence to policy, incident and change management procedures. Implements telephony products and services in compliance with HIPAA, company and divisional policies and procedures.

• Maintains asset inventory for telecommunications and produces database reports as required for audit and insurance purposes.

• Provides cost requirements for budget process; procures telephony products and services per policies; researches cost effective solutions and provides cost savings, where applicable.

• Maintains documentation for reference, recovery and business continuity planning. Develops and maintains recovery plans and participates in disaster recovery exercises as required.

• Functions as a team lead and provides advice and training to less experienced Analysts, as needed. Also fills in during the Manager's absences (sick/vacation).