SYSTEMS ADMINISTRATOR – PBX & VOICE-TO-CRM INTEGRATIONS

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We’re seeking a Systems Administrator to own our Asterisk-based PBX operations and lead integrations that turn calls into actionable CRM records. You’ll orchestrate call transcription and concise summaries, then push structured notes, tags, and metadata into our internally built CRM used across our MSP environments. This role is hands-on with APIs and PBX; AI can be minimal (configure / evaluate vendors). On-site presence in our beautiful Irvine, CA office is required.

• Responsibilities
• Asterisk PBX administration
• Administer and optimize Asterisk : dialplans, IVR / queues, call routing / recording, monitoring, and upgrades
• Manage SIP trunks, SBCs, codecs, NAT, QoS; troubleshoot SIP / RTP using sngrep / Wireshark
• Collaborate closely with our in-house Asterisk developer on features, debugging, and release readiness
• Maintain call flow diagrams, capacity planning, and resilience / failover strategies
• Voice transcription and summarization pipeline
• Stand up and manage ASR workflows (e.g., Eleven Labs, Google STT) for batch or streaming
• Configure diarization, redaction, and confidence scoring; tune for accuracy, latency, and cost
• Implement lightweight, template / prompt-based call summaries and dispositions
• Track quality / latency metrics and iterate with vendors / teams as needed
• CRM integration and automation (internal platform)
• Build and maintain REST / Webhook integrations to our internally built CRM used in MSP client environments
• Map call events, transcripts, and summaries to the correct accounts, contacts, tickets / cases, and opportunities
• Ensure reliable delivery with retries, idempotency keys, rate-limit handling, and dead-letter workflows
• Create automations that open / update tickets, attach recordings / transcripts, and set tags / dispositions
• Partner with CRM engineers to evolve APIs, schemas, and permissions for multi-tenant use
• Platform engineering, observability, and support
• Enforce secure configs, secrets management, and least-privilege access
• Provide tier-3 support, create runbooks / playbooks
• Security, compliance, and MSP considerations
• Uphold call recording consent, PII handling, encryption in transit / at rest, and data retention policies
• Support multi-tenant isolation and client-specific data residency / retention needs common to MSPs
• Contribute to SOC 2 and other client compliance requirements as applicable
• Experience
• 4+ years in Systems Administration or VoIP / PBX engineering with production Asterisk
• Deep knowledge of SIP / RTP / SRTP, dialplans, IVR / ACD / queues, call recording, QoS; strong troubleshooting with sngrep / Wireshark
• Strong API integration skills : REST, webhooks, OAuth2 / JWT, idempotency, pagination, error handling
• Experience integrating with custom / internal CRMs or business apps; practical SQL and data mapping skills
• Background supporting MSP environments (multi-tenant operations, change control, client isolation)
• Excellent documentation and cross-team communication
• Preferred Qualifications
• Hands-on scripting / integration development in Python or Node.js; Bash and Linux administration
• Comfortable with Docker, Git, CI / CD, and observability practices
• Exposure to ASR and basic LLM summarization workflows; ability to evaluate providers and tune prompts / templates
• Messaging / streaming (Kafka, RabbitMQ, Redis Streams), WebSockets / gRPC for real-time events
• IaC and config management (Terraform / Ansible); secrets management (Vault / SM)
• Familiarity with SBCs, OpenSIPS / Kamailio, and SIP trunk provider ecosystems
• Compliance experience (SOC 2, HIPAA / PCI) and redaction strategies
• Success Metrics
• PBX uptime and call quality (MOS), call setup success rate
• Transcript accuracy and time-to-CRM for notes / summaries
• Data correctness and delivery success rate into CRM (low retries / failures)
• Incident MTTD / MTTR and change failure rate
• Cost and latency performance against targets
• Work Setup
• Location : On-site in Irvine, CA (no remote)
• Schedule : Standard business hours; on-call rotation required
• Reports to : CTO
• How to Stand Out
• Examples of Asterisk dial-plan solutions you’ve shipped and troubleshot
• Demonstrated API integrations that turn raw events into clean CRM records
• Practical approach to balancing ASR accuracy vs. latency vs. cost in production

Job Type : Full-time

Pay : $89,000.00 - $103,000.00 per year

Benefits :
• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Ability to Commute :

• Irvine, CA 92614 (Required)

Work Location : In person