Communication VOIP Administrator

1 week ago

West Orange, United States Nirvana Healthcare Management Services Full time

Job DetailsLocation: West Orange (Communication Center)Job Type: Full-TimeJob Schedule: M-F, Saturday/Sunday as needed.Department: IT / CommunicationsReports To: IT Manager / Director of TechnologyPosition OverviewWe are seeking an experienced Communication/Phone System (VOIP) Administrator to manage and support our enterprise communication platforms, with a strong focus on the BluIP platform and NiCE CXone Contact Center Solutions. The ideal candidate will be responsible for ensuring optimal system performance, maintaining call quality, administering call flows, managing integrations, and delivering insightful reporting and custom analytics that drive business decisions. This role requires a blend of technical expertise, analytical ability, and strong communication skills to support organizational goals.Key ResponsibilitiesServe as the primary administrator for the phone system, contact center, SMS/Email and Chat Communications.Manage user accounts, extensions, call queues, auto attendants, virtual assistants and call routing.Monitor and maintain system performance, uptime, and reliability.Diagnose and resolve call flow, call quality, and connectivity issues.Work with vendors and internal teams to resolve escalated system problems.Provide Tier 2/3 support for communication-related incidents.Configure and support new phone system integrations with CRM, helpdesk, and other enterprise applications.Maintain and optimize existing integrations to improve workflows and efficiency.Develop custom reports and dashboards that track call volumes, agent performance, queue analytics, and call quality metrics.Provide data-driven insights and analytics to management to improve communication strategy and customer experience.Assist with system upgrades, patches, and feature rollouts.Create and maintain documentation for call flows, configurations, troubleshooting procedures, and reporting templates.Develop and maintain communication system policies, standards, and best practices.Provide training and guidance to staff on communication tools and features.QualificationsRequired:Proven experience administering Contact Center Platforms (NICE CXone experience preferred).Strong background in phone system reporting, custom analytics, and dashboard creation.Solid understanding of VoIP technologies, SIP, call routing, and telephony infrastructure.Experience troubleshooting call quality issues (latency, jitter, packet loss, etc.).Knowledge of integrations between communication platforms and EMR/Third party integrations/enterprise applications.Excellent analytical, problem-solving, and communication skills.Strong Experience in BluIP Phone System & NiCE CXone Platform is preferred.Preferred:Experience with cloud-based contact center solutions and advanced call flow design.Familiarity with network fundamentals related to VoIP (QoS, firewall rules, bandwidth requirements).Experience with user support, training, and technical documentation.Relevant certifications Preferred (e.g., NiCE CX certifications, or equivalent).What We OfferCompetitive salary and benefits package.Collaborative team environment with cross-departmental projects.Exposure to advanced communication technologies and reporting tools

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