Systems Administrator Unified Communications & Call Center

Eating Recovery Center•Denver, CO

32d•$95,000 - $110,000

About The Position

The Systems Administrator, Unified Communications and Call Center is responsible for the administration and maintenance of our Office365 Teams communications and telephony, as well as our Amazon Connect call center systems. You will ensure the smooth operation of our telecommunications infrastructure, including phone systems, voicemail, call routing, and related technologies. Additionally, you will oversee our call center telephony workflows and support the needs of our customers primarily in our Patient Admissions department. The role demonstrates knowledge in infrastructure systems (both on-premise and cloud-based), operational support, and supporting Eating Recovery Center/Pathlight data centers, corporate offices, remote workers, and nationwide patient treatment locations.

Requirements

Associate's degree in computer science, Information Services, or related field, or equivalent experience (in addition to minimum requirement) or industry certification. - Required
2 to 4 years of proven experience in administering telecommunications, unified communications (UC) and call center systems, including phone systems, voicemail systems, ACD, IVR, and WFM systems. - Required
2+ year of Microsoft Teams Meeting, Telephony and Communication Policy administration. Required
Strong knowledge of telecommunications protocols and technologies, such as SIP, PRI, VoIP, and TDM. - Required
Strong knowledge of telecommunications protocols and technologies, such as SIP, PRI, VoIP, and TDM. - Required
Experience with call center concepts and practices, including call routing strategies, service level agreements (SLAs), and workforce management. - Required
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. - Required
Ability to work occasional nights and weekends.

Nice To Haves

Network+, A+, Security+ Certifications - Preferred
Familiarity with firewall and route/switch protocols is a big plus. - Preferred
AWS, Microsoft, and Network protocol certifications a plus. - Preferred

Responsibilities

Call Center Systems Administration: Oversees the administration and maintenance of the call center systems, such as automatic call distribution (ACD), interactive voice response (IVR), and workforce management (WFM) systems. Configures and optimizes call routing strategies, ensuring efficient distribution of calls among agents. Collaborates with call center managers to implement system enhancements and workflows that enhance customer experience and agent efficiency.
Telecommunications Systems Administration: Maintains the organization's telecommunications infrastructure, including on-premises and cloud-based phone systems, voicemail systems, and related equipment. Monitors system performance and capacity, identifying and resolving issues proactively. Collaborates with internal teams and external vendors to implement system upgrades and enhancements.
User Support and Training: Provides technical support and troubleshooting assistance to users of telecommunications and call center systems. Conducts user training sessions to educate employees on system features and best practices. Develops and maintains user documentation, including system manuals and standard operating procedures (SOPs).This includes escalation of all issues related to Ring Central.
User Support and Training: Provides technical support and troubleshooting assistance to users of telecommunications and call center systems. Conducts user training sessions to educate employees on system features and best practices. Develops and maintains user documentation, including system manuals and standard operating procedures (SOPs).This includes escalation of all issues related to Ring Central.