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Telecom Administrator

Date Posted: Nov 5
Type: Permanent
Wage: $55,000 - $65,000
Job Number: 7839
Location: Houston, TX

TITLE: Telecom Administrator
LOCATION: Central Houston
TYPE: Direct Hire

SALARY: $55,000 - $65,000

SUMMARY: Our client is adding a Telecom Administrator to their team. This is an entry level role responsible for ensuring that all end user telephony incidents and service requests issued by end users are completed within the agreed to SLA terms. The role is the primary support function for the daily maintenance, administration and system management for all telephony systems including Amazon Connect, Microsoft Teams, and Call Center solutions such as dialer, workforce optimization and CRM tools.

Responsibilities:
Perform Telecom Administration: MAC's, assign new extensions and voicemail, coordinate station moves, create login profiles, complete onboarding/offboarding tasks in respective applications and other changes required within the telecom applications stack.
Cloud Service administration and support - Amazon Connect, M365, Microsoft Endpoint management, Salesforce, etc.
Configuration of omnichannel contact center, teams, services, and skills.
Review, analyze, modify and create call flows, queues, skills, routing profiles, and prompts, on an iterative basis.
Coordinate with business units on call flow parameters, design and testing requirements.
Review, analyze, and resolve call routing issues. Provide root cause analysis and resolution.
Follow change management and problem resolution process
Prioritize and resolve outstanding service impacting issues and provide communication on progress/resolution.
Mobile device management and administration - Assign corporate issued mobile devices such as iPhone and iPad, administer/troubleshoot MDM software, follow inventory and asset management process and assist with plan audits.
Responsible for the management and support of incidents/tickets and tasks in Remedy force and assisting with resolution. Escalate issues to Tier 3 as needed.
Follow documented operational procedures for the production operation of all monitored systems and software, including network, telephony and server services.
Other duties as assigned.

Requirements:
Strong verbal and written communication skills
Excellent organizational and prioritization skills
Analytical and problem-solving skills are required to clarify, analyze and investigate organizational needs, identify potential roadblocks and develop viable, working, and cost-effective solutions
Ability to analyze problems and provide viable working solutions
Must be able to work independently and/or in a group/team setting
Effective at managing multiple projects/tasks of varying complexities, taking initiative, meeting deadlines and working well under pressure
Solid understanding of the ITIL framework.
Demonstrated experience operating and troubleshooting in both AWS and Microsoft environments and\or respective telephony technologies.
Must be flexible to work remotely and at corporate office locations.
Must be able to travel Internationally
Must be available to support rotating on call

Years of Experience:
Minimum 2 years of proven hands-on experience in supporting complex voice and call center environments
2 years of configuration experience working with Amazon Connect and Microsoft Teams environments.
2 years of customer-facing experience

Technology Requirements:
Proficient knowledge of AWS services such as Amazon Connect, Lambda, S3, Athena, Kinesis (etc.)
Working knowledge of M365, Azure, Microsoft Teams, Endpoint Management, Salesforce
Experience developing and troubleshooting solutions with code/scripting (e.g., python, java, c#, .NET, Node.js)
Familiarity and working experience with source control (Git and Azure Devops) and Visual Studio


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