Telecom engineer Jobs in Lewisville, TX

Service Center

CSCS TX

The Telecom Administrator is responsible for the administration, management, and support of the Caliber Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) telephony platforms. This role caters to approximately 12,000 users across 1,800 locations, a 300-seat contact center, and a remote user base.

ESSENTIAL DUTIES :

• Serve as the technical subject matter expert for the NiceCX contact center and 8x8 unificed communications telephony platforms including integrations and add-ons.
• Manage add / move / change services for contact center and unified communications platforms.
• Provide operational support, including troubleshooting and resolution of break-fix issues.
• Engage with contact center and unified communications platform vendors to manage, maintain, support and enhance the Caliber communications platforms.
• Collaborate with client-facing teams to assess both current and future telecommunication system needs.
• Provide and coordinate technical assistance, maintenance, and repairs; actively work to resolve operational issues while minimizing system downtime and service interruptions with service partners and vendors.
• Identify and implement and recommend improvements and enhancements to the telephony platform, integrations, and service packages.
• Review telecommunication platform expenditures and advise on cost-control measures.
• Identify optimization opportunities in platform configuration or use-cases and advise accordingly.
• Provide escalated support to end users and service desk technicians.
• Ensure compliance with Change Management policies when deploying platform changes.
• Design, refine, and troubleshoot call routing flows.
• Create and maintain comprehensive documentation of telecommunications platforms, configurations, and procedures.
• Build and configure dashboards for performance monitoring.
• Perform additional duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES :

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS :

CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS :

PHYSICAL REQUIREMENTS :

The position requires little to moderate physical activity. Handling of average-weight objects up to 15 pounds; occasional standing or walking; frequently at a keyboard, workstation, or desk.

WORK ENVIRONMENT :

Work is typically in a normal office administrative environment involving minimal exposure to physical risks. Occasionally will work in a shop environment with exposure to fumes, airborne particles, caustic chemicals, moderate noise, and temperature fluctuations.