manage and troubleshoot Voice over Internet Protocol (VoIP) and Microsoft Teams environments
perform user administration
resolve quality issues
identify opportunities for efficiency improvements
administer and maintain enterprise voice platforms and related services, including call routing, auto attendants, queues, and voicemail systems
support and optimize unified communications environments (e.g., Microsoft Teams, Genesys, RingCentral, PureIP), ensuring reliability and performance
manage dial plans, telecom databases, and ancillary services to maintain accurate and efficient operations
design, implement, and troubleshoot new voice systems and integrations, collaborating with cross-functional IT teams to resolve complex issues
contribute to continuous improvement initiatives for voice infrastructure, scalability, and user experience
assist with new technology rollouts, development, and testing
work closely with IT Helpdesk staff to resolve daily incidents
document all voice system processes and procedures

Requirements

Bachelor’s degree required, with a concentration in Information Technology or a related field preferred.
A minimum of 5 years of Telecom Analyst experience, including troubleshooting telecom hardware and software, is required.
A minimum of 5 years of experience with telecommunications systems, including Genesys, Microsoft Teams, Cisco Unified Communications (UC), Avaya, and voicemail, is required.
Hands-on experience with Microsoft Teams and Cisco Unified Communications (UC) is highly desired.
Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint) preferred.
Strong knowledge of PowerShell preferred.
Strong desktop support skills required (e.g., Windows 11).
Highly self-motivated with the ability to manage multiple priorities while maintaining quality and timeliness.
Ability to clearly and professionally communicate complex technical designs and concepts.
Willingness to perform occasional tasks outside standard business hours, including evenings and weekends as needed.
Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.
Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
Strong organizational skills; ability to accomplish multiple tasks within the agreed-upon timeframes through effective prioritization of duties and functions in a fast-paced environment.

Benefits

healthcare coverage
401(k) savings plan
paid time off
company holidays
sick leave
parental leave
access to an Employee Assistance Program focused on mental and financial wellness

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

VoIPuser administrationcall routingauto attendantsqueuesvoicemail systemstelecom databasesPowerShelldesktop supporttroubleshooting

Soft skills

self-motivatedcommunicationorganizational skillsprioritizationcollaborationproblem-solvingcontinuous improvementtime managementpresentation skillsadaptability

Certifications

Bachelor's degree in Information Technology