Telephony Administrator

El Paso, TX | Telephony Administrator | Full-time

We are actively recruiting a Telephony Administrator for our client in Knoxville, TN. This is a hybrid direct placement opportunity that will require working onsite in El Paso for approximately the first 90 days. The successful candidate will be an active member of the IT Telephony team, administering and providing central accountability for all telecommunications services, to include those activities associated with the project design, organization, expansion, and technical support of existing and future telephony system configurations and supporting systems software (e.g. system monitoring, utilities, authentication) necessary to deliver required services (e.g. VoIP, chat, telepresence remote access, security administration).

Due to client request, candidates must be eligible to work in the United States without sponsorship.

Required Skills:

• Broad base of knowledge and skills in infrastructure, telecommunications technology, and operating systems.
• ACD (NICE CXone)
• PBX (Cisco Call Manager and Microsoft Teams)
• Call flow analysis and development
• Dialer: Preview & Predictive
• Microsoft Office 365

Responsibilities:

• Maintain all telecommunications systems and services.
• Provide primary support for all telecommunications equipment, including soft and hard phones, telephony routers and switches, voicemail, IVR, dialer, PBX, Omnichannel products, and 3rd party supporting applications.
• Act as an escalation resource for other Telecom Administrators on issue resolution and project completion.
• Create and maintain documentation on hardware, software, configuration details and procedures.
• Monitor telephony system and services for growth and usage trends.
• Perform long-term capacity planning in conjunction with other team members to determine hardware and software purchases.
• Perform daily system monitoring, verifying the integrity, performance and availability of all systems and services, reviewing device and application logs, and verifying completion of scheduled jobs such as system backups.
• Recommend, install, test, and manage existing and new devices and software.
• Provide technical assistance related to daily and assigned use
• Assist customers and IT support staff in identifying source of, and correcting errors.
• Diagnose system hardware, software, and operator problems; recommend or perform remedial action.
• Perform, oversee, monitor, and ensure telephone system security including regular backups, recovery, verification of security rights, access list verification and other steps necessary to ensure integrity.
• Collaborate with Security team and other IT staff as necessary to implement, update and test ongoing security improvements including system patches, security patches and other application updates as necessary.
• Collaborate with other staff to create, test, and keep up to date disaster recovery procedures for all services deemed necessary.
• Recommend, test, and manage telephone system environments in cloud-based environments.
• Assist IT Management in project definition, requirements documentation, and technical writing to support information systems business growth.
• Monitor and enforce license agreements using appropriate tools relative to hardware and software resources.
• Monitor and create regular management reports that track usage, performance, capacity, growth trends, etc., as it relates to the company hardware/software.
• Collaborate with Systems staff to install, configure, and generally ensure the tight integration of services network links, hardware, and peripheral components into the company network.
• Keep current with the new software and hardware technologies being deployed at the company.
• Train selected staff for coverage during absentee periods.
• Deal regularly with outside vendors; perform a variety of liaison functions between company users and outside customers, consultants, and vendors.

"Equal Opportunity Employer/Veterans/Disabled"