Job Description

Job Description

Job Description

Job Summary:
The VoIP/Telecom Administrator is an experienced professional responsible for managing and optimizing an organization's telecommunications systems. This role will design, develop, deploy, and support telecom related software and hardware across the company. Telecom services are critical in support of our Contact Center environment and directly impact our external customer base. This role will be a key resource in future implementations, feature enhancements, upgrades, and support of new functionality for the organization. With strong leadership skills, they collaborate on projects and work with vendors. Their expertise ensures seamless communication and operational efficiency, making them an asset to any telecommunications team. Alignment with the full I&O organization will ensure collaborative department needs are met to ensure security of our services, alignment with standards, and consistently providing reliable and cost-effective improvements that reduce business downtime. Title/level is commensurate with experience.

Job Responsibilities:
Telecommunications System Management: Day-to-day operation, maintenance, and optimization of the company's telecommunications infrastructure, with a focus on Atos and Genesys products
Troubleshooting and Issue Resolution: Identify and resolve complex technical issues related to telecommunications systems, ensuring minimal downtime and high system availability
System Upgrades and Integration: Planning and execution of upgrades and integrations for Atos and Genesys products, ensuring compatibility and efficiency with existing systems
Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) for telecommunications systems, analyze data, and generate reports to assess performance and identify areas for improvement
Vendor Management: Collaborate with vendors to ensure smooth operations, negotiate service contracts, and stay updated with the latest product developments and innovations
Security and Compliance: Implement and maintain security measures to safeguard telecommunications systems and ensure compliance with relevant regulations and industry standards
Training and Support: Provide guidance and support to team members and end-users on the proper use of Atos and Genesys products, facilitating knowledge transfer and skill development
Project Work: Participate in telecommunications-related projects, staying on budget and timeline
Business Liaison: Collaborates with Business Stakeholders to assess current and future telecommunication system needs in assistance to the telecom Technical Service Owner
Demonstrates a commitment to Central Hudson's organizational values, including performing to a high ethical standard and focused on integrity, collaboration, and teamwork in all efforts
Supports storm restoration efforts

Job Qualifications:
Associate's Degree in a relevant field plus 5 years of telecom support experience, and 3 years of experience with Contact Center support and IVR platforms
Experience in HW/SW troubleshooting activities and problem resolution
Experience creating technical documentation, process maps, and knowledge transfer documents
A strong understanding of ITIL best practice service delivery
Administration of VOIP related routing including carrier level, hunt groups, simultaneous ring groups, etc.
Excellent communication skills, both written and oral
Excellent interpersonal skills, including customer service, training, presentation, and public speaking
Ability to be flexible and adaptable in the face of changing organizational priorities, technology, and processes
Must be able to travel to district locations and be capable of lifting 35lbs
Valid driver's license

Preferred Qualifications:
Experience with Genesys IVR and OpenScape VoIP environments
Experience with Project Management software and practices
CompTIA A+, CompTIA Network+, Microsoft MCP (with a focus on MS Windows

Job Tags

Flexible hours,

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