Telephony System Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and maintain the TCN contact center platform.

• Set up inbound and outbound calling campaigns.

• Manage skills, queues, routing rules, IVRs, and call flows.

• Provision and revoke access for users, roles, and permissions.

• Sustain system settings, business hours, and dialing configurations.

• Ensure that platform configurations meet operational and compliance standards.

• Handle DID numbers, caller ID settings, and SIP connections.

• Coordinate telecommunications modifications and carrier-related tasks.

• Monitor call quality and resolve telephony issues.

• Create and uphold operational reports and dashboards.

• Provide data extraction and reporting assistance to business stakeholders.

• Act as Tier 2/3 support for TCN-related concerns.

• Facilitate integrations between TCN and CRM, workforce management, payment processing, and other business applications.

• Ensure compliance with TCPA, FDCPA, HIPAA, PCI-DSS, and corporate security protocols.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience.

• Over 3 years of experience in contact center platform administration.

• Experience managing TCN or comparable cloud contact center platforms.

• Solid understanding of VoIP, SIP, IVR, ACD, and call routing principles.

• Familiarity with reporting tools and data analysis.

• Knowledge of CRM integrations and API capabilities.

• Strong troubleshooting and problem-solving abilities.

• Outstanding communication and documentation skills.

🏝️ Benefits

• Competitive salary

• Comprehensive health benefits

• Retirement plan options

• Paid time off

• Professional development opportunities