Telephony System Administrator
Remote
Job Summary
Telephony System Administrator for a cloud-based contact center platform (TCN). Responsible for administration, configuration, maintenance, and optimization of the system, including inbound/outbound campaigns, skills/queues/routing/IVR/call flows, user provisioning, and platform settings. Manages telephony aspects such as DID numbers, caller IDs, SIP connections, and carrier activities; coordinates changes and ensures security and compliance. Develops and maintains operational reports/dashboards, tracks KPIs (call volume, abandonment, agent productivity, campaign performance), and provides data extracts to stakeholders. Serves as Tier 2/3 support for platform, telephony, and integration issues; coordinates with TCN support and third-party vendors. Supports integrations with CRM, workforce management, payment processing, and other applications; participates in API-based integrations and data synchronization. Participates in system upgrades, testing, deployment, and looks for automation opportunities to improve efficiency. Ensures compliance with TCPA, FDCPA, HIPAA, PCI-DSS and company security policies; manages user access reviews, audit requirements, disaster recovery, and business continuity planning. Maintains system documentation and standard operating procedures.
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