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Telecom Administrator

3 months ago

Lewisville, United States Caliber Collision Centers Full time
Service Center
CSCS TX

The Telecom Administrator is responsible for the administration, management, and support of the Caliber Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) telephony platforms. This role caters to approximately 12,000 users across 1,800 locations, a 300-seat contact center, and a remote user base.

ESSENTIAL DUTIES:
  • Serve as the technical subject matter expert for the NiceCX contact center and 8x8 unificed communications telephony platforms including integrations and add-ons.
  • Manage add/move/change services for contact center and unified communications platforms.
  • Provide operational support, including troubleshooting and resolution of break-fix issues.
  • Engage with contact center and unified communications platform vendors to manage, maintain, support and enhance the Caliber communications platforms.
  • Collaborate with client-facing teams to assess both current and future telecommunication system needs.
  • Provide and coordinate technical assistance, maintenance, and repairs; actively work to resolve operational issues while minimizing system downtime and service interruptions with service partners and vendors.
  • Identify and implement and recommend improvements and enhancements to the telephony platform, integrations, and service packages.
  • Review telecommunication platform expenditures and advise on cost-control measures.
  • Identify optimization opportunities in platform configuration or use-cases and advise accordingly.
  • Provide escalated support to end users and service desk technicians.
  • Ensure compliance with Change Management policies when deploying platform changes.
  • Design, refine, and troubleshoot call routing flows.
  • Create and maintain comprehensive documentation of telecommunications platforms, configurations, and procedures.
  • Build and configure dashboards for performance monitoring.
  • Perform additional duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
  • Thorough knowledge of UCaaS and CCaaS solutions, particularly NiceCX platform. Expertise with Unified Communications platforms (8x8, Livevox) preferred.
  • Understanding of Azure, Active Directory, and Identity concepts.
  • Strong technical and analytical skills to troubleshoot and resolve complex telecommunication issues.
  • Excellent organizational and project management skills, capable of managing multiple projects simultaneously.
  • Strong interpersonal and communication skills, able to effectively collaborate with technical and non-technical teams.
  • Ability to work independently and make informed decisions regarding telecommunication systems.
  • Proficiency in designing telecommunication and call routing workflows.
  • Advanced skills in data analysis and dashboard creation.
EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:
  • Bachelor's degree in information technology, Computer Science, Telecommunications, or a related field preferred.
  • Minimum of 3-5 years of experience in telecommunication or network administration, specifically with Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) platforms.
  • Experience in managing large-scale telecommunication systems for multi-site operations.
  • Proven track record of improving telecommunication systems and reducing operational costs.
CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS:
  • Certifications in telecommunication systems or platforms, particularly Nice CX, are highly preferred.
  • Any relevant network or IT certifications, such as CCNA, CCNP, or CompTIA Network+.


PHYSICAL REQUIREMENTS:

The position requires little to moderate physical activity. Handling of average-weight objects up to 15 pounds; occasional standing or walking; frequently at a keyboard, workstation, or desk.

WORK ENVIRONMENT:

Work is typically in a normal office administrative environment involving minimal exposure to physical risks. Occasionally will work in a shop environment with exposure to fumes, airborne particles, caustic chemicals, moderate noise, and temperature fluctuations.