VoIP Technician

Job Description

Job Description

TRC's partner, a growing healthcare organization, is seeking a VOIP & Contact Center Technician to provide day-to-day support, administration, and troubleshooting for enterprise telephony and contact center platforms.

This is an opportunity to play a key role in the organization's voice and contact center modernization efforts while developing expertise across a diverse telecommunications environment that includes 3CX, NICE CXone, Five9, and RingCentral.

Summary

The VOIP & Contact Center Technician will support voice and contact center technologies through user administration, configuration, troubleshooting, and ongoing maintenance. This individual will help ensure the reliability and performance of communication systems while supporting enhancements, resolving technical issues, and driving a positive end-user experience.

Responsibilities
Administer and support VOIP and contact center platforms, including user management, call routing, queue configuration, and system maintenance
Configure and troubleshoot 3CX environments, including queues, call groups, and user accounts
Support NICE CXone administration, including user provisioning, Studio script updates, and issue resolution
Assist with Five9 administration, including account creation, campaign management, skill assignments, and contact center support
Troubleshoot IVR functionality and call flow issues across supported platforms
Investigate voice quality, connectivity, and call-routing issues using SIP and VOIP troubleshooting methodologies
Utilize tools such as Wireshark to analyze network traffic and identify telephony-related issues
Collaborate with infrastructure, networking, and support teams to resolve escalated technical problems
Monitor communication systems and recommend improvements to performance and reliability
Maintain documentation for system configurations, processes, and troubleshooting procedures
Support reporting, analytics, and user administration activities within RingCentral as needed

Qualifications
3+ years of experience supporting VOIP, telecommunications, contact center, or unified communications environments
Hands-on experience with one or more contact center or telephony platforms: 
3CX, NICE CXone, Five9, RingCentral
Strong troubleshooting skills in VOIP and SIP-based environments
Experience analyzing network traffic using Wireshark or similar tools
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, routing, switching, and VLANs
Experience supporting users, queues, call flows, IVRs, and contact center functionality
Strong customer service, communication, and problem-solving skills
Ability to prioritize multiple tasks and work independently in a fast-paced environment
Preferred Qualifications
Network+ certification
CCNA certification or active pursuit of certification
Experience supporting healthcare organizations or multi-site businesses
Familiarity with contact center reporting and analytics
Experience working with cloud-based telephony and collaboration platforms

TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.