What are the responsibilities and job description for the VOIP System Administrator position at Lisinski Law Firm?
Position Overview:
We are seeking a highly skilled and detail-oriented VOIP Administrator to manage and optimize our RingCentral phone system for over 1,300 team members, many of which are international and across 12 office locations nationwide. This role will play a critical part in enhancing communication efficiency, supporting system integrations, and ensuring seamless user experiences across the organization.
The ideal candidate will have a strong background in VoIP systems administration, contact center solutions, and CRM integrations, particularly with Salesforce. This role involves close collaboration with the IT team, business units, and external vendors to evaluate, implement, and support voice platforms and contact center functionality.
Key Responsibilities:
- RingCentral System Management:
- Administer and maintain the RingCentral phone system for all domestic and international users.
- Configure and manage phone numbers, call flows, auto-attendants, voicemail, and extensions.
- Support the setup of new features and system enhancements based on business needs.
- User Support & Training:
- Assist employees with phone system setup, troubleshooting, and best practices.
- Provide documentation and user guides for common processes and new features.
- System Integration & Optimization:
- Work with the IT and CRM teams to enhance Salesforce integrations with RingCentral.
- Identify and implement solutions that improve call tracking, reporting, and customer interaction through voice platforms.
- Contact Center Evaluation:
- Assess current contact center needs and evaluate potential upgrades or new voice platforms.
- Collaborate with stakeholders to optimize contact center operations and functionality.
- Maintenance & Security:
- Monitor system performance and ensure high availability and reliability.
- Manage user access, permissions, and ensure data privacy compliance.
- Perform regular updates and patches to maintain system security.
- Vendor Coordination:
- Liaise with RingCentral and other third-party vendors for support, upgrades, and contract management.
- Stay updated on new features and technologies to recommend improvements.
Qualifications:
- Education:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Experience:
- 3 years of experience administering RingCentral or similar VoIP systems.
- Experience with Salesforce integration and CRM-based voice solutions.
- Familiarity with contact center platforms and best practices.
- Previous experience in multi-location and international environments is a plus.
- Skills:
- Strong problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills to work with both technical and non-technical users.
- Ability to manage multiple projects and meet deadlines.
- Knowledge of VoIP security, networking, and telephony standards.
- Certifications / Courses (Preferred):
- RingCentral Administrator Course
- Salesforce Administrator or relevant certification
- ITIL Foundation or similar service management certification
Why Join Us?
- Work in a dynamic environment supporting a large and diverse workforce.
- Opportunity to lead voice system improvements and influence technology decisions.
- Collaborate with global teams and contribute to enhancing customer and employee communications.
