Telecommunications Specialist

JOB OVERVIEW:Two to three sentences about why the position exists and what is the expected result. This is the ultimate objective of the job and is what the incumbent is held accountable for accomplishing.We are seeking a Telecommunications Specialist to join our team. The Telecom Specialist is responsible for the deployment, support, and monitoring of the company's systems across North America including contact center, and voice. The ideal candidate has a solid understanding of core communications, contact center technology, and has experience with complex contact center and voice applications.This position consists of supporting a cloud-based contact center and voice enterprise scale platform. You must be able to work with limited supervision. You may be required to work off hours to support moves, adds, and changes. Analyze business needs, research, and recommends solutions working with internal customers and IT staff. Respond to inquiries and requests for assistance with the organization's internal help desk system.RESPONSIBILITIES & DUTIES:Provide service and support on the telecommunications infrastructure including:Five9 CCaaS PlatformMicrosoft TeamsSalesforceService NowVerint WFM SuiteRespond to inquiries and requests through the internal help desk ticket system, regarding Contact Center and general telecom moves, adds, and changes, this support could be for employees on site, at other remote offices or remote. These users would be using the aboeCreates and maintains system documentationQUALIFICATIONS:Provide a bullet point list of the qualifications that are required to perform all elements of the job in a fully competent manner.Bullet points you may want to include are:Education level. - Need to have vs nice to haveExperience. Number of yrs. in similar role, preferred industry & environmentCertifications. Need to have or preferredLicenses. Need to have or preferredPhysical abilities/demands required to perform the role3+ years Telecom related experience - in IT Service DeliveryIdeally, bachelor's degree in engineering, technology or computer science/ or appropriate certifications relevant to the roleKnowledge of voice technology, IP-based solutions, voice networking, and troubleshooting/problem resolution required3+ years supporting contact center and IP voice platformsRecent experience with Microsoft TeamsExperience with contact center cloud applications (Five9, NICE, Salesforce)