Systems Administrator II

The Telecom Specialist is responsible for supporting and maintaining the company’s phone, voicemail, unified communications, and contact center systems. They ensure employees and customer service teams have reliable communication tools and help troubleshoot technical issues.

This position is a blend of:

• Telecom administration
• Technical support
• Contact center support
• Vendor coordination
• End-user training
• Basic AI tool utilization, * Administer NICE CXone.
• Manage user accounts and profiles.
• Support contact center users and troubleshoot issues.

Troubleshooting & User Support

• Resolve telephony, network, software, hardware, and user issues.
• Support executives, leadership teams, and employees.
• Document incidents and service requests in the ticketing system.

Vendor & Project Coordination

• Work with telecom vendors and service providers.
• Assist with telecom-related projects and maintenance activities.
• Manage telecom equipment inventory and deployments.

Training & Improvement

• Train users on telecom and contact center technologies.
• Support continuous improvement efforts.
• Utilize AI tools for troubleshooting, research, documentation, and process improvement.
• Stay updated on AI and automation technologies.

• Associate degree, technical certification, trade school education, or equivalent experience.

Required Technical Skills

• Cisco Unified Communications Manager (CUCM)
• Cisco Call Manager
• Cisco Unity Voicemail
• NICE CXone
• Telecom/Telephony Support
• Unified Communications
• Contact Center Technologies
• Basic Cisco Networking
• Microsoft Office Suite (Excel, Word, Outlook, Teams)

Soft Skills

• Strong troubleshooting ability
• Customer service orientation
• Excellent communication skills
• Ability to manage multiple priorities
• Team collaboration
• Ability to work independently

AI Requirements

• Basic understanding of AI tools and interfaces
• Desire to learn AI technologies and automation