Network Telecommunications Administrator

5 days ago

Salt Lake, Utah, United States SoftHQ Inc Full time

Role:
Telecom Administrator

Location:
Salt Lake City, UT

Duration:
6 Months

Job Overview:

The
Telecom Administrator
is responsible for managing, maintaining, and supporting the organization's telecommunication systems to ensure reliable and secure communication across multiple platforms, including
Avaya CM, CMS, RedSky E911, Verint, Swampfox Contact Center, Korbyt Wallboard
, and
Cisco Unity Voicemail
.

This position involves system administration, troubleshooting, user provisioning, and compliance management in accordance with industry and regulatory standards.

Key Responsibilities:

System Administration & Support

  • Administer and maintain
    Avaya Communication Manager (CM)
    and
    Call Management System (CMS)
    , including user provisioning, call routing, and system configuration.
  • Support and manage
    Swampfox Contact Center
    and
    Korbyt Wallboard
    systems.
  • Oversee
    Cisco Unity Voicemail
    , including mailbox setup, password resets, and troubleshooting voicemail issues.
  • Manage
    RedSky E911
    services ensuring accurate location data and compliance with
    Kari's Law
    and the
    Ray Baum Act
    .
  • Support
    Verint call recording
    and analytics systems through configuration, monitoring, and troubleshooting.
  • Respond to telecom-related incidents and service requests, providing timely resolutions and documentation.

Monitoring & Maintenance

  • Monitor telecom systems for performance and availability using diagnostic tools.
  • Perform regular system health checks, backups, and patch management.
  • Coordinate with vendors for hardware and software updates, as well as service issues.

User Access & Provisioning

  • Provision and deprovision users, manage call routing, and maintain telecom permissions.
  • Keep detailed documentation of system configurations, change logs, and inventory.

Compliance & Security

  • Ensure adherence to internal IT security policies and external regulatory requirements (e.g., E911).
  • Support implementation of telecom-related security controls and compliance standards.

Collaboration & Training

  • Work closely with IT teams, business units, and external service providers.
  • Provide training, guidance, and technical support to users and junior team members.

Required Skills & Qualifications:

  • Hands-on experience with
    Avaya CM, CMS, Cisco Unity Voicemail, RedSky E911
    , and
    Verint
    platforms.
  • Strong understanding of
    VoIP protocols
    , call flow configuration, auto attendants, and voicemail systems.
  • Familiarity with
    unified communications
    and basic networking concepts (
    TCP/IP, VLANs, QoS
    ).
  • Excellent
    troubleshooting, analytical, and diagnostic
    skills.
  • Strong
    communication, documentation
    , and
    customer service
    abilities.
  • Ability to
    multitask and perform effectively under pressure
    .

Education & Certifications:

  • Associate degree
    in Information Technology, Telecommunications, or related field (or equivalent experience).
  • Preferred Certifications:
  • CompTIA Network+
    ,
    Cisco CCNA
    , or
    Avaya
    certifications.

Preferred Experience:

  • Supporting
    multi-site
    or
    hybrid work environments
    .
  • Experience with
    enterprise VoIP analytics
    and
    contact center technologies
    .
  • Knowledge of
    scripting languages
    such as
    PowerShell
    or
    Python
    for automation.

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