At Square, we build elegant solutions to solve real problems. The Cash App Telephony Analyst’s work is part science, and part art. This role uses professional expertise, judgment, and creativity to affect an incredible customer experience using voice technology. In some cases, that will mean leveraging existing technology to its full potential, and in other cases, it will mean researching solutions that further deliver on our promise of exceptional customer service. 

Key Responsibilities:

• Work on the moderately complex business and technical problems, analyzing and evaluating current business methods and procedures for improvement

• Have detailed knowledge of the architecture, call flows, and optimal configurations of telephony solutions 

• Design and implement new methods, procedures, and systems (both automated and manual) to improve the productivity, processing, and flow of information with our customers

• Identify and problem solve for connectivity, call quality, ancillary equipment issues, and other problems that prevent an optimal experience for advocates and customers 

• Self-starter with solid interpersonal skills - projecting a uniquely positive customer-service-oriented attitude

• Ability to work alone and with other members of a team.  Must be a team player with exceptional verbal and written communication skills

• Create and maintain thorough, up-to-date, functional and technical systems documentation for projects, design, customization and maintenance actions taken

• Create and maintain thorough, up-to-date training documentation, and deliver 1:1 or group training sessions

• Design, execute, manage and document test plans.  Take appropriate actions to address defects

• Act as a thought leader for the team for all telephony solutions

• Ability to negotiate winning solutions for customers and the organization  

• Ability to successfully manage vendor relationships to ensure the success of projects and ensure the highest quality services for our customers

• Ability to effectively manage multiple efforts simultaneously and adjust to changes in direction as needed to meet business objectives

• BS in Information Systems, Computer Science or other relevant degree

• 3+ years of experience as a Telecom or Voice Services Analyst or Engineer, Business Analyst, or Business Systems Analyst with telephony experience and with increasing levels of responsibility

• At least 3 years of in-depth, hands-on experience with consultation, design, implementation and maintenance of telephony solutions.  Preference will be given to those with contact center consultation and design experience, and/or those with demonstrated experience with process improvement and implementation of complex voice technology to solve business problems 

• Ability to effectively manage multiple, complex efforts simultaneously and adjust to changes in direction as needed to meet business objectives

• Excellent written and verbal communications skills are mandatory

• Impeccable customer service and interpersonal skills  

• Extremely high attention to detail

• Previous roles in a high growth, tech environment preferred

• Ability to lead cross-functional projects a must

• Strong relationship building skills coupled with the ability to develop consensus

• Will be part of an oncall rotation, and will occasionally work after hours on issues or project related activities to deliver on commitments

• Will work in eastern time zone hours, 8a - 5pm, but can be located anywhere. After training, this position will work Thursday through Monday.