Telecom Support Specialist

Primary Purpose

• The Telecom Support Specialist II is responsible for advanced planning, administration, and implementation of telecommunications and call center services. This role provides advanced technical support for cloud-based telephony platforms and enterprise contact center environments, ensuring stable, scalable, and high-quality voice and digital customer interactions.

Key focus areas include

• :Supporting and enhancing cloud-based telephony, VOIP, CTI, and API integration
• sMonitoring telecom and contact center platforms for performance, capacity, and reliabilit
• yAnalyzing call routing, dialer, and contact center data to identify improvement opportunitie
• sSupporting integrations with CRM and enterprise system
• sEnsuring telecom configurations comply with IT policies, security, and operational standard

s
Major Responsibilitie

• s The position focuses on delivering advanced operational support for global telecom and contact center solutions. The role emphasizes proactive monitoring, vendor coordination, documentation, and continuous improvement of telephony services to improve customer satisfaction, agent efficiency, and business outcome
• s.Support enhancements and ongoing operations of cloud-based telephony and global call center platfor

ms
Certification / Lice

• nseRelevant IT or telecom certifications preferred Work Experie
• nceMCSE, MCTS, CCNA, ITIL, or similar certificat

ion
Work Experi

• ence3 years of experience troubleshooting PCs, printers, phones, and network is
• sues2 years of experience with PBX functionality and contact center platforms such as Microsoft O365/Teams, Genesys, Amazon Connect, or Interactive Intelligence (I3) Knowledge / Skills / Abili
• tiesSolid understanding of contact center and telecommunication environm
• entsKnowledge of networking, wireless, and telephony fundamen
• talsExperience supporting VOIP, CTI, CRM integrations, and cloud-based platf
• ormsStrong problem-solving, analytical, and communication sk
• illsExperience with SIP, PRI, and telephony infrastruc
• tureExperience supporting outbound dialer platforms and campaign execu
• tionExperience working with telecom vendors and third-party service provi
• dersAbility to provide on-call and after-hours support when requ

ired
Knowledge / Skills / Abil

• itiesExperience with real-time monitoring and reporting of call center perfor
• manceAbility to analyze call routing and dialer data to optimize contact strat
• egiesStrong documentation, training, and stakeholder communication s
• killsAbility to work cross-functionally across IT, servicing, and business
• teamsExperience supporting VOIP, CTI, CRM integrations, and cloud-based plat
• formsExperience working using agile method

ology
Edu

• cationAssociate degree in Computer Science or equivalent expe

rience
Skills Required
interactive intelligence , Wireless, Genesys, Cti, Api Integration, Networking, Voip, Sip, Amazon Connect