Telecom Administrator

• 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 (Karis 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.