Job Information
INTRUST Bank Cloud Telephony Analyst in Wichita, Kansas
Description
At INTRUST Bank, 10 character qualities are at the foundation of all we do. They include respect, positivity, compassion, humility, and initiative. They guide our interactions with customers and each other, are why we give back to communities, and inform how we shape our goals as a company. These character qualities are our tradition, and we bring them to life each day.
Your career is important to you, which makes it important to us. At INTRUST you’ll find a welcoming, encouraging atmosphere where your talents can thrive. You will be supported in your career, you can lead no matter what your title, and you can see a path for future growth. If you’d like to find a place of work where you’re appreciated, can find balance, and have a sense of belonging, then we encourage you to apply for this role.
A modern benefits approach: To support our employees and their families, INTRUST offers a comprehensive, market-competitive benefits package that prioritizes your total well-being.
Competitive pay
Generous time off
Employees receive three weeks of paid vacation plus 11 paid holidays each year.
Paid time off to volunteer in the community.
Paid employee and family sick leave.
Paid parental leave.
401(k) plan with 6% employer match and 100% immediately vested.
3% non-elective company contribution; non-elective contribution vested after 3 years of service.
Career growth and development resources
Tuition reimbursement for full-time and part-time employees enrolled in any degree program.
Banking benefits
Medical, dental, and vision insurance
Benefits eligibility is dependent upon hire date and employment status. Ask for our benefits guide for full details.
Job Summary: As an integral member of the IT Operations team, the Cloud Telephony Analyst will oversee the analysis, design, administration and optimization of cloud-based telephony platforms, including Contact Center as a Service solutions, IVR systems, Cloud-based Phone Systems, and cloud faxing solutions. This role ensures seamless communication and collaboration across the organization by managing, maintaining, and troubleshooting these critical systems. The successful candidate will work closely with stakeholders to drive efficiency, implement best practices, and support the business’s communication infrastructure. They will demonstrate the best in terms of relationship management, collaboration, resilience, critical thinking, problem resolution, and project planning. Promotes an environment of teamwork within the department and across the bank. Represents INTRUST Bank in all they do in the community and is focused on the development of new business relationships. Must maintain strict standards of confidentiality and perform duties in a manner supporting INTRUST’s Character Qualities.
Essential Functions: All expectations described in the job description’s essential functions are necessary to be successful in this role, performed with or without a reasonable accommodation.
• Collaborate with internal teams to identify business needs and requirements for cloud telephony solutions, translating them into technical specifications, custom configurations and workflows. Including helping modernize process workflows using automation, bots, or AI.
• Develop and implement cloud telephony solutions, including IVR systems, and CCaaS platforms.
• Administer and maintain the TalkDesk CCaaS platform to ensure high availability, performance, and user satisfaction.
• Manage, configure, and troubleshoot the Microsoft Teams Phone System, including phone numbers, calling plans, and voice routing.
• Oversee cloud faxing solutions, ensuring they are integrated effectively into workflows and operate without interruptions.
• Monitor system performance, generate reports, analyze and optimize call routing, agent workflows, and overall system processes to improve efficiency and customer experience
• Establish and maintain relationships with key vendors and negotiate contracts for hardware, software and services.
• Troubleshoot and resolve technical issues related to cloud telephony services promptly.
• Ensure compliance with security protocols and data privacy regulations across all communication tools.
• Document processes, train and support end-users and other technology staff in the adoption and effective use of telephony tools.
• As needed, participation in 24 x 7 On-Call Rotation, after-hours maintenance windows to update, change, and install various systems
Education and Experience: Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or Computer Engineering and/or 10+ years IT experience required. Detail oriented, deadline and results driven. Excellent communication and interpersonal skills to collaborate with technical and non-technical teams
Required Skills and Knowledge: Strong analytical acumen, documenting workflows, writing policies and procedures. Extensive experience understanding business requirements, assessing needs and recommending process/workflow enhancements. Excellent analytical, troubleshooting, and problem-solving skills. Familiarity with cloud telephony concepts and tools, including voice gateways and session border controllers (SBCs). Experience in administering TalkDesk, Microsoft Teams Phone System, PolyLens, Teams Admin Portal, Intune, or cloud-based faxing platforms. Strong troubleshooting skills and the ability to work under pressure. Knowledge of security and compliance best practices related to telephony systems.
Required Licenses and/or Certifications: Relevant certifications (e.g., Microsoft Teams Administrator, TalkDesk certifications) are a plus.
Physical Demands: Extended period(s) of time may be spent viewing a personal computer, sitting, standing, and walking. Occasional lifting up to 25 lbs. The physical demands necessary for this role should be performed with or without a reasonable accommodation.
Working Conditions: Normal office conditions. Occasional travel to branches, vendors, or conferences possible.
This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position. Employees will be required to follow any other duties as assigned or requested by their supervisor.
INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individual’s protected category constitutes a bona fide occupational qualification.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.