Telecommunications Specialist

Job Description:

We are seeking a Telecommunications Specialist to join our team. The Telecom Specialist is responsible for the deployment, support, and monitoring of the company’s systems across North America including contact center, and voice. The ideal candidate has a solid understanding of core communications, contact center technology, and has experience with complex contact center and voice applications.
This position consists of supporting a cloud-based contact center and voice enterprise scale platform. You must be able to work with limited supervision. You may be required to work off hours to support moves, adds, and changes. Analyze business needs, research, and recommends solutions working with internal customers and IT staff. Respond to inquiries and requests for assistance with the organization’s internal help desk system.

Responsibilities & Duties:

Describe, in order of importance, the major duties and responsibilities of the job under typical circumstances. Limit the list to the most important duties/responsibilities for the purposes of recruitment, performance evaluation, etc. Indicate the approximate percentage of time spent on each; the total percentage of time should equal 100%. Any duty taking less than 5% of time should not be listed unless it is a critical aspect of the position
% Of Time Duties

% 50 - Provide service and support on the telecommunications infrastructure including:
Five9 CCaaS Platform 
Microsoft Teams
Salesforce
Service Now
Verint WFM Suite

% 45 - Respond to inquiries and requests through the internal help desk ticket system, regarding Contact Center and general telecom moves, adds, and changes, this support could be for employees on site, at other remote offices or remote. These users would be using the aboe
% 5 - Creates and maintains system documentation.

Qualifications:

3+ years Telecom related experience – in IT Service Delivery
Ideally, bachelor’s degree in engineering, technology or computer science/ or appropriate certifications relevant to the role
Knowledge of voice technology, IP-based solutions, voice networking, and troubleshooting/problem resolution required
3+ years supporting contact center and IP voice platforms
Recent experience with Microsoft Teams
Experience with contact center cloud applications (Five9, NICE, Salesforce)