Joshua DeWolf
BrightSpring Health Services
Bellingham,WA
11
years of professional experience
Telecom Analyst supporting patient and insurance call flows through AI workflow integration, web hooks, and contact center scripting. Builds and maintains scripts that route calls, return collected information, and keep agents aligned across RingCentral and NiCE CXone. Supports onboarding for 6+ acquired and expanded sites per quarter while training 30+ users per month on Max and Agent platforms.
Work History
Telecom Analyst
2 Years 4 Months- Delivered 1-10 training sessions monthly on Max, Agent, RingCentral, and NICE CXone for new teams and sites.
- Managed 500+ call handoffs weekly through webhook-based routing when the AI could not resolve patient and insurance requests.
- Collaborated with backend contractors to build an internal AI interface for patient and insurance communication.
- Built and maintained contact center scripting to support consistent handling across channels.
- Onboarded new teams and sites acquired through expansion, supporting smoother service transitions.
- Provided implementation support for contact center rollouts, aligning tools and workflows for operational readiness.
- Partnered with cross-functional stakeholders to resolve telephony issues and strengthen day-to-day support.
- Guided staff through telecom setup, moves, additions, and changes across supported locations.
Advanced Support Engineer
3 Years- Authored 5 knowledge base articles monthly to document support processes for internal teams and customers.
- Resolved 30 VoIP support cases weekly for enterprise customers, balancing service quality with timely issue resolution.
- Provided enterprise-level technical support for VoIP services and contact center scripting environments.
- Diagnosed service issues across call routing, IVR, and contact center workflows to restore customer operations quickly.
- Translated recurring support findings into clearer internal guidance and customer-facing process updates.
Team Leader
6 Months- Review 10-15 weekly coaching sessions to reinforce procedures, clarify expectations, and keep agents aligned.
- Coached and monitored approximately 15 agents to support performance, consistency, and day-to-day team execution.
- Updated agents on procedures and policies to maintain consistent service standards across the team.
- Communicated with clients daily through IM, calls, and emails to address questions and maintain responsive coordination.
- Monitored team activity to identify issues early and support timely follow-up when agent performance drifted.
Education
High School Diploma
Skills
VoIP administration
Salesforce
Jira
Knowledge base authoring
User training
Implementation support
Contact center scripting
SIP trunk provisioning
Webhook configuration
Vendor coordination
Escalation management
Timeline
Telecom Analyst
BrightSpring Health Services
06.2024 - 10.2026Read More
Advanced Support Engineer
RingCentral
06.2021 - 06.2024Read More
Team Leader
24-7 Intouch
12.2015 - 06.2016Read More
Greeley West High School
High School Diploma
Read More