Telecom Administrator

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 8×8 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 (8×8, 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.

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