Business Systems Administrator- VoIP

About the role

The Business Systems Administrator is responsible for the administration, support, and ongoing optimization of the company’s voice and communication systems. This role ensures reliable, secure, and scalable VoIP services while supporting broader business systems and integrations across the organization.

Responsibilities

• Administer and support enterprise VoIP platforms (e.g., SIP, cloud PBX, softphones, call routing, contact center solutions)
• Manage user provisioning, extensions, call flows, auto attendants, and hunt groups
• Monitor system performance, uptime, call quality, recordings, and reliability
• Troubleshoot voice quality issues (latency, jitter, packet loss) in collaboration with network teams
• Maintain and optimize call routing, IVR systems, and failover configurations
• Cook up with telecom vendors and carriers for support, changes, and escalations, license renewals/upgrades
• Manage number provisioning, porting, and telecom inventory
• Integrate VoIP with CRM or support systems (Salesforce, Zendesk, etc.)
• Aid in integrations between VoIP systems and other platforms (CRM, ticketing, collaboration tools)
• Participate in system upgrades, rollouts, and migrations
• Maintain system documentation, SOPs, and user guides
• Aid in automation and process improvements across business systems
• Serve as a tier 2 escalation point for communication and telephony issues
• Analyze trends and recommend improvements to enhance reliability and user experience
• Participate in on-call or after-hours support as needed for critical systems
• Ensure systems comply with internal security policies and regulatory requirements
• Support patching, access control, and system hardening efforts
• Aid in audit readiness and documentation for voice and communication systems

Requirements

• Strong understanding of VoIP technologies (SIP, RTP, QoS, call routing)
• Experience with cloud-based communication platforms (e.g., Teams Phone, RingCentral, Zoom Phone, etc.)
• Strong scripting skills (PowerShell, Python, Bash)
• Strong knowledge of Entra ID, Intune, Azure VDIs, M365, SSO/SAML
• Solid networking knowledge (DNS, DHCP, VLANs, firewalls, QoS)
• Strong troubleshooting and analytical skills
• Ability to manage vendors and external service providers
• Strong communication skills with both technical and non-technical stakeholders
• Experience with system integrations and APIs is a plus

Skills & Abilities

• Bachelor’s degree in Information Technology or related field (or equivalent experience)
• 3–5+ years of experience in VoIP, telecom, or unified communications administration
• Relevant certifications (e.g., Microsoft Teams Voice, Cisco, or equivalent) are a plus

Desired Traits

• Problem solver and proactive thinker
• Strong ownership and accountability
• Customer-focused mindset
• Adaptable and comfortable in a fast-changing environment
• Commitment to continuous learning and improvement

Additional Requirements

• This position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs.
• Employment is contingent upon successful completion of background screening requirements.
• Physical Demands: Standard indoor office setting; exposure to computer screens. Physical Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed. Vision See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents. Hearing Ability to hear in the normal audio range with or without corrections.

Company Profile

One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments. The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments. Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible. One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.