Network Lead

Telecom Administrator (Avaya Cisco)

Locations: Salt Lake City, UT or Charlotte, NC (Onsite Day 1)

Position Summary: The Telecom Administrator is responsible for managing, maintaining, and supporting the organization's telecommunication systems, ensuring reliable and secure communications across Avaya CM, CMS, RedSky E911, Verint, and Cisco Unity Voicemail platforms. This role supports daily operations, troubleshooting, user provisioning, system upgrades, and compliance with regulatory requirements.

Key Responsibilities:

• System Administration Support
• Administer and maintain Avaya Communication Manager (CM) and Call Management System (CMS), including user provisioning, call routing, and system configuration.
• Manage Cisco Unity Voicemail, including mailbox setup, password resets, and troubleshooting voicemail issues.
• Oversee RedSky E911 services, ensuring accurate location data and compliance with emergency calling regulations (Kari's Law, Ray Baum Act).
• Support Verint call recording and analytics platforms, including configuration, monitoring, and troubleshooting.
• Respond to telecom-related support requests, resolve incidents, and document solutions.

Monitoring Maintenance

• Monitor system performance and availability using diagnostic tools.
• Perform regular system health checks, backups, and updates.
• Coordinate with vendors for hardware/software updates and service issues.

User Access Provisioning

• Provision and deprovision users, manage permissions, and update call routing as needed.
• Maintain telecom documentation, change logs, and inventory records.

Compliance Security

• Ensure systems comply with internal policies and external regulations (e.g., E911 legislation).
• Assist with implementing security protocols and compliance standards.

Collaboration Training

• Work closely with IT teams, business units, and external vendors.
• Provide training and support to end users and other technical staff.

Required Skills Qualifications:

• Hands-on experience with Avaya CM, CMS, Cisco Unity Voicemail, RedSky E911, and Verint platforms.
• Knowledge of VoIP protocols, call flow configuration, auto attendants, and voicemail systems.
• Familiarity with unified communications platforms and basic networking (TCP/IP, VLANs, QoS).
• Strong troubleshooting and diagnostic skills.
• Excellent customer service, communication, and documentation abilities.
• Ability to multitask and resolve issues under pressure.

Education Certifications:

• Associate degree in information technology, telecommunications, or related field (or equivalent work experience).
• Certifications such as CompTIA Network+, Cisco CCNA, or Avaya certifications are preferred.

Preferred Experience:

• Supporting multi-site or hybrid work environments.
• Experience with enterprise VoIP analytics and contact center technologies.
• Knowledge of scripting (PowerShell, Python) for automation.