Title: Telephony Systems Administrator

Summary/objective

The Telephony Systems Administrator is responsible for the maintenance, enhancement and day to day management and support of the company's Telephony system. The incumbent is responsible for the design, development, implementation and support of limited code aspects of the phone system including call routing, IVR, phone queues and reporting. Partners with the technology teams and the business to ensure an optimal telephony environment.

Essential Job Functions

• Designs, debugs and implements, low/no code aspects of the telephony system including call routing, IVR, phone queues and reporting.
• Collaborates with stakeholders to ensure timely reporting of data that meets business needs and helps drive results.
• Manages system's roles and users.
• Implements and updates customer announcement changes.
• Works with the business users to complete changes to call routing needs or reporting.
• Ensures system changes and updates are completed seamlessly.
• Responsible for system monitoring and troubleshooting.
• Partners with Customer Support and leaders to ensure phone systems are customer friendly and efficient.
• Serves as liaison to 3rd party phone system vendor.
• Researches phone capabilities and makes systemic recommendations for improvement.
• Identifies trends and recommends potential corrective actions to people or system related phone process.
• Creates and deploys feedback mechanisms for Managers.

Job Complexity

• Moderate complexity requiring a technical, logical thought process and attention to detail.

Interaction

• Collaboration across the organization including, individual stakeholders and leadership. Both written and verbal communication skills are required.

Supervision

• None

Experience

• 2-4 years related experience phone testing and/or telephony administration experience.
• Prefer experience with Five9 telephony software or similar.
• Ability to work with various stakeholders, gathering information and completing site maintenance.
• Solid systems aptitude
• Strong customer service orientation
• Proficient use of MS Office. Intermediate to advanced Excel, Sharepoint, Power of BI, Smart Sheet

Scope N/A

Discretion N/A

Minimum Qualifications

Core Competencies

• Customer Focused: Ability to build strong internal and external customer relationships and delivering customer-centric solutions. ​
• Problem Solving​: Ability to process complex and sometimes contradictory information to effectively solve problems. ​
• Accountable: Being answerable for your actions and owning up to commitments.​
• Communication: Developing and delivering information that conveys a clear understanding of the needs of different audiences.​
• Relationship Building: Establishes effective partnerships and works collaboratively with others to meet shared objectives.
• Quality Results Focused: Takes on new opportunities with enthusiasm, applies efficiency to tasks and keeps our customers' experience in mind. ​
• Cultivates Innovation: Creates new and better ways for the organization to be successful.​

Affirmative Action/EEO statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

Physical Demands: Prolonged periods of sitting at a desk and working at a computer. Must be able to lift up to 7 pounds.

Travel Required: No

Work Authorization: Employee must be legally authorized to work in the United States.

FLSA Classification: Exempt

Effective Date: 5/1/2023