LEAD ADMINISTRATOR L2

About the Role

The L3 Network Voice Engineer provides advanced administration, troubleshooting, and operational support for 8x8 UCaaS and 8x8 Contact Center. The role also supports Intermedia Unite, Nextiva, legacy PBX technologies, endpoint management, Cloud PBX migration, analog services, and vendor escalation.

Responsibilities

• Provide L3 administration and troubleshooting for 8x8 UCaaS, Admin Console, and 8x8 Contact Center.
• Support 8x8 Contact Center agents, queues, call flows, recordings, reports, license administration, and escalation to 8x8 Support or the Technical Account Manager.
• Administer users, extensions, DIDs, devices, licenses, roles, voicemail, auto attendants, IVR, ring groups, call queues, and call routing.
• Troubleshoot inbound and outbound calling, one-way or no audio, caller ID, voicemail, endpoint registration, call quality, DTMF, and routing issues.
• Perform and validate MACD activities, user provisioning, device assignment, number changes, access updates, and service testing.
• Manage Polycom, Yealink, Grandstream, and DECT endpoints, including provisioning, registration, configuration, replacement, inventory, and troubleshooting.
• Support SIP endpoints, IP phones, ATAs, paging devices, fax, eFax, analog services, and carrier-managed lines.
• Coordinate DID assignment, number porting, carrier troubleshooting, vendor escalation, and field-support activities.
• Support migrations from NEC, Avaya, FreePBX, Asterisk, and other legacy PBX platforms to 8x8, Intermedia, Nextiva, or approved Cloud PBX solutions.
• Assess POTS lines, analog lines, trunks, cabling, paging, fax, alarm, elevator, and life-safety dependencies during migration planning.
• Coordinate eligible POTS and analog-line migrations to approved alternatives, including POTS-in-a-Box solutions.
• Update ServiceNow tickets, inventories, SOPs, migration records, patch records, and knowledge articles.

Requirements

• Strong hands-on experience with 8x8 UCaaS, Admin Console, and 8x8 Contact Center.
• Experience with 8x8 user, device, license, DID, routing, queue, recording, reporting, and support-case administration.
• Working knowledge of 8x8, Intermedia Unite, Nextiva, NEC, Avaya, FreePBX, Asterisk, and multi-site Cloud PBX environments.
• Strong knowledge of SIP, VoIP, PRI, PSTN, POTS, analog lines, DIDs, extensions, dial plans, IVR, queues, voicemail, caller ID, and number porting.
• Hands-on experience with Polycom, Yealink, Grandstream, DECT handsets, ATAs, paging, fax, and eFax services.
• Experience migrating legacy PBX and analog services to UCaaS or Cloud PBX platforms.
• Understanding of VLAN, DHCP, DNS, QoS, latency, jitter, packet loss, and voice-network dependencies.
• 8-10 years of experience in Network Voice Administration.

Pay

The expected compensation for this role ranges from $80,000 to $173,800. Final compensation will depend on various factors, including geographical location, minimum wage obligations, skills, and relevant experience.

Benefits

• Full range of medical and dental benefits options.
• Disability insurance.
• Paid time off (inclusive of sick leave).
• Other paid and unpaid leave options.