Unified Communications Analyst

JOB SUMMARY

The Unified Communications Analyst is Dane Street’s Subject Matter Expert for VoIP, telephony, and digital communications. This position owns the day-to-day administration, health, and performance of the company’s phone and communications platforms, built on Zoom Phone and Zoom Workplace Business Plus, ensuring every line, queue, and user works as intended so our teams can serve clients without interruption.

The Unified Communications Analyst monitors usage across the organization, validates the accuracy of telephony data, and turns that data into clear reporting and recommendations for Business Department leads, giving them visibility into how their teams are performing and where they can improve. This role is the go-to resource for questions on phone metrics, call flows, and pain points, and partners closely with the Training team to equip front-end employees with accurate job aids, process documents, and instructions.

Acting as the primary liaison to Dane Street’s Zoom-provided Implementation and Support partner, the Unified Communications Analyst scopes, coordinates, and validates engineering work and mass changes, while upholding HIPAA, HITRUST, and Dane Street Policies across all communications systems.

Mission, Culture & Values

At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care.

We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work.

What You’ll Do

• Serve as the Subject Matter Expert for all VoIP, telephony, and digital communications at Dane Street. Administer and maintain Zoom Phone and Zoom Workplace Business Plus, including call queues, auto receptionists/IVR menus, call routing, business hours, shared lines, voicemail, phone numbers, devices, and call recording policies.
• Manage the full user lifecycle within the phone system: create, update, and remove users; assign licenses, extensions, and direct numbers; and complete moves, adds, changes, and deletes (MACDs) in alignment with onboarding, offboarding, and Dane Street access policies.
• Monitor phone system usage company-wide, ensuring data is accurate and complete and that all lines, numbers, queues, and devices function as intended. Proactively identify and resolve call quality, connectivity, and routing issues, escalating to vendors as needed
• Act as a cross-functional collaborator with Business Department leads, sharing metrics and data on team performance such as call volume, answer and abandonment rates, wait and handle times, missed calls, and agent availability.
• Build, maintain, and distribute recurring and ad hoc reporting on phone system usage, trends, and areas for improvement. Translate telephony data into clear, actionable recommendations for department leaders and executive stakeholders, partnering with the Analytics team as needed.
• Partner with the Training team to create and maintain Job Aids, Process Documents, and step-by-step instructions for front-end employees, and support rollout of new phone features, workflows, and changes.
• Confidently answer questions from employees and leadership on phone metrics, system details, call flows, and pain points. Serve as the escalation point for telephony and communications issues raised by end users and the IT team.
• Serve as the primary point of contact for Dane Street’s Zoom-provided Implementation and Support partner. Scope and submit requests, coordinate engineering investigations and mass changes, validate completed work, and manage support cases with Zoom through resolution.
• Ensure communications systems are configured and documented in line with HIPAA, HITRUST, and Dane Street Policies, including call recording consent and retention, access controls, and emergency calling (E911) requirements. Provide evidence and documentation in support of HITRUST Certification Renewal.

What Makes This Role Successful:

Owning the outcome, not just the ticket. Phone issues are caught and resolved before the business notices, and nothing falls through the cracks among IT, department leads, and the Zoom support partner.

Being the trusted source of truth on phone data. Department leads rely on your numbers without second-guessing them, because you validate before you share.

Turning data into action. You don't just report metrics; you explain what they mean, spot the pattern behind a pain point, and recommend a fix.

Speaking every audience's language. You can walk a front-line employee through a new feature and brief an executive on trends with equal clarity.

Treating accuracy and compliance as non-negotiable. Every change is planned, tested, documented, and aligned with HIPAA, HITRUST, and Dane Street Policies.

Raising the bar proactively. You bring ideas for better call flows, reporting, and tools without waiting to be asked.

Building strong partnerships. Training, Analytics, business leads, and vendors see you as a collaborative, dependable partner.

What Your First 90 Days May Look Like:

First 30 days: learning the business and reviewing the phone setup.

Days 31–60: running the phone system on their own and delivering the first reports.

Days 61–90: regular reporting, the first improvements, compliance documents for Legal and HITRUST, and a 6-month roadmap.

Requirements

• EDUCATION/CREDENTIALS: A Bachelor’s Degree in Information Technology, Computer Science, Computer Information Systems (CIS), or Network Engineering is preferred.
• Must Haves: 5+ years of experience in Unified Communications, Telecommunications, or VoIP administration is required.

Preferred Qualifications:

• Hands-on administration experience with Zoom Phone and Zoom Workplace
• Experience with call center or call queue operations, including telephony reporting and performance metrics
• Experience with PolyAI and/or Gong
• Working knowledge of SIP, QoS, call routing, and basic network concepts
• Experience managing relationships with implementation partners and vendors
• Business experience in a healthcare and/or insurance setting
• WORKING CONDITIONS/PHYSICAL DEMANDS: Any lifting, bending, traveling, etc. required to do the job duties listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Examples:
• Prolonged periods sitting or remaining stationary at a desk and working on a computer.
• Constant operation of a computer, keyboard, mouse, headset, and other digital productivity tools.
• Close visual acuity required to view computer screens, analyze data and reports, and read extensive digital documentation.
• Frequent communication with team members, leadership, and external partners via email, chat, phone, and video conferencing platforms.
• Occasional availability outside standard business hours to support planned system changes or urgent phone outages.
• Why Join Dane Street?
• Collaborative remote culture
• Professional growth opportunities
• Meaningful work supporting the healthcare industry
• Comprehensive benefits
• Great Place to Work Certified since 2021
• Commitment to employee development
• WORK FROM HOME TECHNICAL REQUIREMENTS: Supply and support their own internet services.
• Maintaining an uninterrupted internet connection is a requirement of all work from home position.
• Equal Opportunity Statement: At Dane Street, caring for people is at the heart of what we do. We are committed to creating an inclusive workplace where every employee feels respected, valued, and empowered to contribute. We provide equal employment opportunities to all applicants and employees and make employment decisions based on qualifications, merit, business needs, and without regard to race, color, religion, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.
• This job description is subject to change at any time.

ABOUT DANE STREET:

A fast-paced, Inc. 500 Company with a high-performance culture, is seeking insightful forward-thinking professionals. We process over 200,000 insurance claims annually for leading national and regional Workers’ Compensation, Disability, Auto, and Group Health Carriers, Third-Party Administrators, Managed Care Organizations, Employers, and Pharmacy Benefit Managers.

We provide customized Independent Medical Exams and Peer Review programs that assist our clients in reaching the appropriate medical determination as part of the claims management process.