System Administrator II

System Administrator II

The Telecom Specialist provides telecommunications, unified communications, and contact center support for corporate and customer service operations. This role is responsible for the administration and support of telephony systems, Cisco Call Manager (CUCM), Cisco Unity voicemail, NICE CXone, user support, troubleshooting, and technology-related service requests. The Telecom Specialist partners with employees, leadership, vendors, and service providers to ensure reliable communication services, operational excellence, and positive customer experience. The ideal candidate is a service-oriented professional with strong technical, communication, and problem-solving skills who can effectively support business needs in a fast-paced environment. The successful candidate will also demonstrate a basic understanding of AI-powered tools and interfaces and a willingness to expand their knowledge of AI technologies to improve operational efficiency and service delivery.

Duties and Responsibilities

• Provide day-to-day support for telecommunications systems, including adds, moves, changes, and voicemail administration.
• Perform administration and support of Cisco Unified Communications Manager (Cisco Call Manager), including user provisioning, device configuration, calling permissions, and system maintenance.
• Perform administration and support of Cisco Unity voicemail, including mailbox management, call handlers, voicemail troubleshooting, and user support.
• Perform administration of the NICE CXone platform, including user account management, profile maintenance, troubleshooting, and support coordination.
• Troubleshoot and resolve telecommunications, unified communications, contact center, hardware, software, network, and user-related issues.
• Document incidents, service requests, and resolutions within the department ticketing system.
• Coordinate with vendors, service providers, and internal teams to support telecommunications operations, maintenance activities, and project initiatives.
• Maintain telecommunications equipment inventories and assist with equipment deployment, replacement, recovery, and disposal.
• Provide end-user training and guidance on telecommunications and contact center technologies.
• Utilize AI-powered tools and interfaces to assist with research, troubleshooting, documentation, analysis, and process improvements.
• Stay informed of emerging AI technologies and actively pursue opportunities to expand knowledge and skills related to AI and automation.
• Support continuous improvement initiatives that enhance operational efficiency, user experience, and service delivery.
• Perform other duties as assigned.

Qualifications

• Associate degree, technical certification, trade school training, or an equivalent combination of education and experience.
• Experience supporting telecommunications, telephony, unified communications, or contact center technologies in a business environment.
• Experience administering or supporting Cisco Unified Communications Manager (CUCM) and Cisco Unity voicemail systems.
• Basic Cisco network knowledge
• Working knowledge of NICE CXone administration and support functions.
• Strong technical troubleshooting and problem-resolution skills.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Basic understanding of AI interfaces and AI-assisted productivity tools.
• Willingness to learn and expand knowledge of AI technologies and their business applications.
• Experience supporting executives and leadership teams in a professional environment.
• Strong customer service, interpersonal, and communication skills.
• Ability to work effectively with individuals at all levels of the organization.
• Ability to prioritize workloads, manage multiple tasks, and meet deadlines in a fast-paced environment.
• Ability to work independently while contributing effectively as part of a team.

Compensation: $35.00 - $37.00 per hour