Jobs and Careers

Sr. Telephony Analyst

United Statesfull_timeVerifiedPosted 22 Jun 2026

About the role

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!

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.