VoIP Administrator

Company Description CoverageX provides high-quality vehicle service contracts and home warranty plans that focus on clear terms, fair pricing, and dependable support. Headquartered in Clearwater, Florida, the company serves drivers and homeowners across the country through a 550-person team covering policy sales, customer service, and claims. CoverageX offers plans with 24/7 roadside assistance, rental car benefits, and flexible protection tiers tailored to everyday needs. As a modern alternative to traditional insurance, the organization emphasizes transparency, responsiveness, and alignment with the interests of its customers. Guided by a mission to deliver real protection and support people can count on, CoverageX is raising the standard for service contract providers in both auto and home markets.

About the Role

We are looking for an experienced VICIdial / Asterisk Systems Administrator to own the day-to-day operation, reliability, and performance of our contact center phone system. This person will be the go-to expert for our dialer platform, its underlying Asterisk telephony stack, and the MySQL database that powers it. The ideal candidate is comfortable working independently, troubleshooting production issues under pressure, and partnering with call center management to keep agents productive.

Description:

• Administer and maintain our VICIdial cluster, including web, dialer, and database servers
• Manage Asterisk configuration: SIP/PJSIP trunks, dialplan, codecs, call routing, IVRs, and recordings
• Own the MySQL/MariaDB database behind VICIdial: performance tuning, query optimization, index management, table maintenance, log archiving, backups, and recovery
• Monitor system health, call quality, and dialer performance; proactively identify and resolve bottlenecks (drop rates, hopper issues, agent wait times, trunk capacity)
• Troubleshoot production incidents such as failed calls, one-way audio, registration problems, carrier issues, and database locks or slowdowns
• Manage carrier/SIP trunk relationships and coordinate on routing, capacity, and quality issues
• Develop scripts and tools (Bash, PHP, Python, or Perl) for reporting, automation, lead loading, and data cleanup
• Maintain Linux servers (patching, security hardening, firewall/fail2ban, user access, disk and resource management)
• Ensure compliance-related configurations are correct (TCPA, DNC scrubbing, call recording retention, caller ID practices)
• Document system architecture, procedures, and changes; provide training and support to supervisors and agents as needed
• Plan and execute upgrades, migrations, and capacity expansions

Required:

• 3+ years of hands-on experience administering VICIdial in a production contact center environment
• Strong Asterisk experience (configuration, dialplan, SIP/PJPIP, troubleshooting with CLI and logs)
• Solid MySQL/MariaDB administration skills, including performance tuning, backups, replication, and working with large tables
• Strong Linux administration skills (CentOS/Suse/Debian/Ubuntu)
• Working knowledge of VoIP fundamentals: SIP, RTP, codecs, NAT traversal, QoS
• Scripting ability in at least one of Bash, PHP, Python, or Perl
• Ability to diagnose and resolve issues quickly in a live call center setting
• Clear written and verbal communication; able to explain technical issues to non-technical stakeholders

Preferred:

• Experience with multi-server VICIdial clusters and load balancing
• Familiarity with ViciBox installations and upgrades
• Experience with predictive dialer tuning and outbound compliance requirements
• Exposure to FreePBX, FreeSWITCH, or other telephony platforms
• Experience with monitoring tools (Nagios, Zabbix, Grafana, Homer/SIP capture)
• Knowledge of WebRTC / WebPhone integrations
• Experience integrating VICIdial with CRMs or external systems via API

WHY CoverageX

• Own a mission-critical platform at a growing company where your work directly affects sales and member experience
• A team that values integrity, initiative, and doing right by customers — not bureaucracy
• Modern, member-first culture in a legacy industry that's ripe for improvement