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Telecommunications Specialist

BLDG SVC 32 B-J

Job Location:

New York City, NY - USA

Yearly Salary: USD 100000 - 110000

Posted: 27 August 2026 (30+ days ago)

Application Deadline: 14 December 2026

Vacancies: 1 Vacancy

Job Summary

Job Code L3026IT	Department Name IT Infrastructure	Reports To Senior Manager Information Technology
FLSA Status Exempt	Union Code N/A	Management No

About Us:

Building Services 32BJ Benefit Funds (the Funds) is the umbrella organization responsible for administering Health Pension Retirement Savings Training and Legal Services benefits to over 185000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment we embody five core values: Flexibility Initiative Respect Sustainability and Teamwork (FIRST). By following our core values employees are open to different and new ways of doing things take active steps to improve the organization create an environment of trust and respect approach their work with the intent of a positive outcome and work collaboratively with colleagues.

The Funds oversees and manages $11 billion of dollars in assets which are made up of many varied and complex funds. The dollars come from a number of sources including the property owners who pay into the funds on behalf of their employees and as such requires those who oversee and manage the money to be highly skilled financial management people.

32BJ Benefit Funds will continue to drive innovation equity and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365 Dynamics 365 CRM Dynamics 365 F&O Azure AWS SQL Snowflake QlikView and more.

Please take a moment to watch our video to learn more about our culture and contributions to our members: Summary:

Under the direction of the Senior Manager Information Technology the Telecommunications Specialistsupports the organizations voice collaboration and contact center platforms including Cisco UCCX during transition Microsoft Dynamics Contact Center Genesys Cloud CX Microsoft Teams Calling and related telephony services. The role handles provisioning troubleshooting monitoring vendor coordination documentation and operational support to maintain reliable communications as legacy systems transition to cloud-based platforms and managed carrier services

Essential Duties and Responsibilities:

Maintain business telephony systems including phones softphones voicemail call routing and voice-related service requests.

Provide operational support for contact center platforms including Cisco UCCX/Finesse during transition Microsoft Dynamics Contact Center and Genesys Cloud CX.

Support contact center users with login issues queue assignments call handling and related service requests.

Perform user provisioning activities including moves adds changes and deletions (MACDs) for telephony and contact center platforms.

Coordinate with carriers managed service providers and vendors on service requests troubleshooting equipment replacement and escalations.

Assist with call flow validation queue configuration updates phone setup and testing activities related to voice and contact center systems.

Monitor system alerts dashboards and notifications related to voice and contact center services and escalate issues as appropriate.

Assist in troubleshooting call quality issues including poor audio quality dropped calls latency and connectivity issues by collecting logs metrics and related information.

Administer Microsoft Teams Calling and related voice services including user configuration number assignment call policies voicemail call routing and troubleshooting.

Support cloud-based communication and collaboration services including Microsoft Teams telephony integrations and related voice services.

Track incidents requests and changes within the IT service management system and ensure requests are properly documented and followed through to resolution.

Maintain telephony and contact center documentation including configurations procedures inventory and support processes.

Assist with routine maintenance testing validation and operational readiness activities for voice and contact center platforms.

Support onboarding and offboarding activities related to telephony devices contact center users voicemail and related communication services.

Coordinate and communicate with Infrastructure IT Support Team vendors and business stakeholders regarding service issues outages planned maintenance and support activities.

Assist the IT Support Team as needed and deliver excellent customer service to end users.

Learn and support modern cloud-based communication and contact center technologies utilized by the organization.

Perform other related duties as assigned.

Provide support after hours on weekends and through on-call rotation as required.

Qualifications (Competencies):

Minimum 25 years of experience in IT technical support telecommunications support unified communications or contact center operations.

Experience supporting enterprise voice and VoIP environments including phones voicemail softphones and call routing.

Exposure to Cisco telephony and contact center technologies such as Cisco Call Manager UCCX and Finesse preferred.

Experience administering Microsoft Teams Calling or similar cloud voice platforms including user provisioning number assignment policies voicemail and call routing preferred.

Basic understanding of VoIP SIP telephony concepts and call routing fundamentals.

Experience working with IT ticketing systems and IT service management processes.

Experience coordinating with telecommunications carriers vendors and managed service providers for support requests and issue resolution.

Familiarity with Microsoft 365 environments and related collaboration technologies.

Basic understanding of network concepts affecting voice quality including latency jitter and packet loss.

Ability to troubleshoot technical issues collect relevant diagnostic information and escalate appropriately.

Strong customer service skills with the ability to communicate effectively with technical and nontechnical users.

Ability to multitask prioritize work and manage multiple requests in a fast-paced environment.

Strong organizational analytical and documentation skills.

Ability to work independently and collaboratively with Infrastructure Help Desk vendors and business stakeholders.

Willingness and ability to learn new communication and contact center technologies as the organization modernizes its environment.

Experience supporting business-critical communication or contact center systems is preferred.

Soft Skills (Interpersonal Skills):

Strong customer-service orientation clear communication sound judgment attention to detail collaboration adaptability and the ability to manage competing priorities in a fast-paced support environment.

Education:

Associate degree in Computer Science or a related field or equivalent experience; 23 years of help desk or technical support experience preferred.

Language Skills:

Speak Read Write and Understand English.

Reasoning Ability:

High

Certificates Licenses Registrations:

CompTIA A required; Network and relevant Microsoft certifications preferred.

Shift

Standard business hours with after-hours weekend and on-call support as required.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Under 1/3 of the time: Standing Walking Climbing or Balancing Stooping Kneeling Crouching or Crawling
Over 2/3 of the time: Talking or Hearing
100% of the time: Using Hands

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1/3 to 2/3 of the time: Work near moving or mechanical parts exposure to radiation moderate noise.

Required Experience:

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About Company

BLDG SVC 32 B-J

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