Telecom Administrator in Lewisville, Texas

Description

We are seeking a Telecommunications Specialist to join a team-based north of Dallas, TX. As part of our retail team, you will be responsible for managing, maintaining, and supporting a contact / customer service center and telephony platforms. This role involves catering to a large user base and ensuring smooth operation of the company’s telephony and unified communications platforms.

Responsibilities:

• Serve as a technical expert for telephony platforms, including integrations and add-ons

• Conduct operational support, troubleshooting, and resolution of issues related to telephony platforms

• Collaborate with client-facing teams to assess current and future telecommunication system needs

• Coordinate technical assistance, maintenance, and repairs to minimize system downtime and service interruptions

• Engage with platform vendors to manage, maintain, support, and enhance the telecommunications platforms

• Identify and implement improvements and enhancements to the telephony platform and its integrations

• Review telecommunication platform expenditures and provide advice on cost-control measures

• Develop and refine call routing flows and troubleshoot any issues that arise

• Create and maintain comprehensive documentation of telecommunications platforms, configurations, and procedures

• Build and configure dashboards for performance monitoring.

Requirements

• Must reside and be available to work onsite multiple days a week in a contact center just north of Dallas, TX.

• Multiple Years of hands-on experience with administrating and supporting Telecom Cloud Based Platformed as a Ccaas and Ucaas

• Nice CX / CXone – Multiple years of hands-on experience with supporting and administrating Nice CXone Platform

• Exposure and hands-on experience with 8×8 highly preferred

• Familiarity with About Time software and experience in Auditig

• Proven history of administrating, configuring and troubleshooting call center and telecom-based products

• Intermediate knowledge with ITIL based approach

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