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 8x8 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 (8x8, 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.