Unified Communications Systems Administrator

OpenLoop

full-time

Posted on: 9/24/2025

Origin: • 🇺🇸 United States

✨ AI Apply

💰 $85,000 - $100,000 per year

Mid-LevelSenior

AWSCloud

About the role

Serve as the primary administrator for Amazon Connect, Twilio, Zoho Desk, and other communication platforms
Configure routing logic, workflows, queues, IVRs, chat and SMS flows, escalation rules, and email automations
Design, build, and optimize Amazon Connect contact flows, leveraging AWS services (Lambda, EventBridge, IAM) for automation and scalability
Develop and manage Twilio Studio workflows, ensuring SMS compliance (A2P 10DLC, opt-out regulations) and reliable delivery
Monitor system performance and troubleshoot issues across voice, chat, SMS, and email channels
Manage access, roles, hours of operation, and permissions across platforms
Build and maintain dashboards to track system KPIs, agent performance, and customer interactions
Use data to recommend improvements in routing, agent utilization, customer experience, and SLAs
Proactively identify friction points and implement system or process solutions
Collaborate with operations and product teams to identify communication pain points and opportunities
Lead evaluations of new platforms or integrations that improve communication workflows
Stay current with trends in digital engagement, omnichannel contact centers, and cloud-based communications
Maintain documentation on system architecture, configuration, SOPs, and troubleshooting
Ensure all systems are configured with scalability, security, and compliance in mind
Other duties as assigned

Bachelor’s degree in Computer Science, Information Systems, or a related field
3+ years of experience administering communication platforms (e.g., Amazon Connect, Twilio, Zendesk, Zoho Desk, Five9, Talkdesk)
Working knowledge of telephony fundamentals (SIP trunking, PSTN routing)
Hands-on expertise with Amazon Connect (contact flow design, IVRs, call recording) and Twilio (Studio flows, API integrations)
Proven ability to configure and optimize workflows across multiple channels (voice, SMS, chat, email)
Strong understanding of contact center and customer service operations
Experience building dashboards and reports using native tools or BI platforms
Familiarity with APIs and integration principles
Self-directed, curious, and collaborative mindset
Excellent written and verbal communication
Experience with platform integrations (e.g., syncing telephony with CRM or helpdesk)
Knowledge of AWS tools like Lambda, EventBridge, and IAM
Experience with monitoring/alerting tools and designing high-availability, redundant communication architectures
Understanding of compliance and data privacy standards (HIPAA, GDPR, SOC2) in customer communications
Background in evaluating or implementing new communication platforms