Business Systems Administrator- VoIP

Key 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 support 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

Skills & Abilities

• 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