Job Description
Job Description
Job Title: Telecom Administrator
Location: Charlotte, NC JD:
- 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 (Kari’s 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.
Knowledge of scripting (PowerShell, Python) for automation