VoIP/Telecom Administrator

Job Summary:
The VoIP/Telecom Administrator is an experienced professional responsible for managing and optimizing an organization's telecommunications systems. This role will design, develop, deploy, and support telecom related software and hardware across the company. Telecom services are critical in support of our Contact Center environment and directly impact our external customer base. This role will be a key resource in future implementations, feature enhancements, upgrades, and support of new functionality for the organization. With strong leadership skills, they collaborate on projects and work with vendors. Their expertise ensures seamless communication and operational efficiency, making them an asset to any telecommunications team. Alignment with the full I&O organization will ensure collaborative department needs are met to ensure security of our services, alignment with standards, and consistently providing reliable and cost-effective improvements that reduce business downtime. Title/level is commensurate with experience.

Job Responsibilities:
• Telecommunications System Management: Day-to-day operation, maintenance, and optimization of the company's telecommunications infrastructure, with a focus on Client and Genesys products
• Troubleshooting and Issue Resolution: Identify and resolve complex technical issues related to telecommunications systems, ensuring minimal downtime and high system availability
• System Upgrades and Integration: Planning and execution of upgrades and integrations for Client and Genesys products, ensuring compatibility and efficiency with existing systems
• Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) for telecommunications systems, analyze data, and generate reports to assess performance and identify areas for improvement
• Vendor Management: Collaborate with vendors to ensure smooth operations, negotiate service contracts, and stay updated with the latest product developments and innovations
• Security and Compliance: Implement and maintain security measures to safeguard telecommunications systems and ensure compliance with relevant regulations and industry standards
• Training and Support: Provide guidance and support to team members and end-users on the proper use of Client and Genesys products, facilitating knowledge transfer and skill development
• Project Work: Participate in telecommunications-related projects, staying on budget and timeline
• Business Liaison: Collaborates with Business Stakeholders to assess current and future telecommunication system needs in assistance to the telecom Technical Service Owner
• Demonstrates a commitment to organizational values, including performing to a high ethical standard and focused on integrity, collaboration, and teamwork in all efforts
• Supports storm restoration efforts

Job Qualifications:
• Associate's Degree in a relevant field plus 5 years of telecom support experience, and 3 years of experience with Contact Center support and IVR platforms
• Experience in HW/SW troubleshooting activities and problem resolution
• Experience creating technical documentation, process maps, and knowledge transfer documents
• A strong understanding of ITIL best practice service delivery
• Administration of VOIP related routing including carrier level, hunt groups, simultaneous ring groups, etc.
• Excellent communication skills, both written and oral
• Excellent interpersonal skills, including customer service, training, presentation, and public speaking
• Ability to be flexible and adaptable in the face of changing organizational priorities, technology, and processes
• Must be able to travel to district locations and be capable of lifting 35lbs
• Valid driver's license

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.

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