VoIP/Telecom Administrator

Role: VoIP/Telecom Administrator
Location: Poughkeepsie, New York(Day 1 Onsite)

Duration: 12+ Months

Interview: In-person interview is required

Tax - W2 Only / NO OPT

Job Summary:

The VoIP/Telecom Administrator is a skilled and experienced professional responsible for managing and optimizing an organization's telecommunications & Contact Center systems (Mitel-OpenSpace & Genesys IVR). This role involves design, develop, deploy, and support telecom-related software and hardware across the company. Telecom services are critical to support Openspace Contact Center environment and directly impact 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. The Administrator will work in alignment with the full I&O team to ensure adherence to security protocols, industry standards and continuous cost-effective improvements that reduce business downtime.


Job Responsibilities:

• Mitel OpenSpace telecom System Management: Oversees day-to-day operation, maintenance, and optimization of the company's telecommunications and Contact center infrastructure to ensure peak performance and reliability.
• Troubleshooting and Issue Resolution: proactively 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 to ensure compatibility and efficiency with existing systems
• Collaborate with subject matter experts (SMEs) to create and revise existing knowledge base articles ensuring they are clear, accurate and comprehensive.
• Vendor Management: Collaborate with vendors to work on Issues and upgrades ensuring 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
• Develop and document SOPs for key processes and collaborate with cross-functional teams to update SOPs regularly based on process changes, feedback from users, and operational improvements.
• Participate in telecommunications-related projects, ensuring adherence to 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.