Telecommunications Specialist

About Us

Building Services 32BJ Benefit Funds (“the Funds”) administers Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 185,000 SEIU 32BJ members. Our mission is to provide high-quality benefits and services, guided by five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). The Funds manages $11 billion in assets from various sources, requiring skilled financial management. We drive innovation, equity, and technology insights to support our members and their families using cutting-edge technology such as M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, and QlikView.

About the Role

Under the direction of the Senior Manager, Information Technology, the Telecommunications Specialist supports the organization’s voice, collaboration, and contact center platforms, including Cisco UCCX (during transition), Microsoft Dynamics Contact Center, Genesys Cloud CX, Microsoft Teams Calling, and related telephony services. The role involves provisioning, troubleshooting, monitoring, vendor coordination, documentation, and operational support to maintain reliable communications as legacy systems transition to cloud-based platforms and managed carrier services.

Responsibilities

• Maintain business telephony systems, including phones, softphones, voicemail, call routing, and voice-related service requests.
• Provide operational support for contact center platforms including Cisco UCCX/Finesse (during transition), Microsoft Dynamics Contact Center, and Genesys Cloud CX.
• Support contact center users with login issues, queue assignments, call handling, and related service requests.
• Perform user provisioning activities including moves, adds, changes, and deletions (MACDs) for telephony and contact center platforms.
• Coordinate with carriers, managed service providers, and vendors on service requests, troubleshooting, equipment replacement, and escalations.
• Assist with call flow validation, queue configuration updates, phone setup, and testing activities related to voice and contact center systems.
• Monitor system alerts, dashboards, and notifications related to voice and contact center services and escalate issues as appropriate.
• Troubleshoot call quality issues including poor audio quality, dropped calls, latency, and connectivity by collecting logs, metrics, and related information.
• Administer Microsoft Teams Calling and related voice services, including user configuration, number assignment, call policies, voicemail, call routing, and troubleshooting.
• Support cloud-based communication and collaboration services including Microsoft Teams telephony integrations and related voice services.
• Track incidents, requests, and changes within the IT service management system and ensure requests are properly documented and resolved.
• Maintain telephony and contact center documentation, including configurations, procedures, inventory, and support processes.
• Assist with routine maintenance, testing, validation, and operational readiness activities for voice and contact center platforms.
• Support onboarding and offboarding activities related to telephony devices, contact center users, voicemail, and related communication services.
• Coordinate and communicate with Infrastructure, IT Support Team, vendors, and business stakeholders regarding service issues, outages, planned maintenance, and support activities.
• Assist the IT Support Team as needed and deliver excellent customer service to end users.
• Learn and support modern cloud-based communication and contact center technologies utilized by the organization.
• Perform other related duties as assigned.
• Provide support after hours, on weekends, and through on-call rotation as required.

Requirements

• Minimum 2–5 years of experience in IT technical support, telecommunications support, unified communications, or contact center operations.
• Experience supporting enterprise voice and VoIP environments including phones, voicemail, softphones, and call routing.
• Exposure to Cisco telephony and contact center technologies such as Cisco Call Manager, UCCX, and Finesse preferred.
• Experience administering Microsoft Teams Calling or similar cloud voice platforms, including user provisioning, number assignment, policies, voicemail, and call routing, preferred.
• Basic understanding of VoIP, SIP, telephony concepts, and call routing fundamentals.
• Experience working with IT ticketing systems and IT service management processes.
• Experience coordinating with telecommunications carriers, vendors, and managed service providers for support requests and issue resolution.
• Familiarity with Microsoft 365 environments and related collaboration technologies.
• Basic understanding of network concepts affecting voice quality including latency, jitter, and packet loss.
• Ability to troubleshoot technical issues, collect relevant diagnostic information, and escalate appropriately.
• Strong customer service skills with the ability to communicate effectively with technical and nontechnical users.
• Ability to multitask, prioritize work, and manage multiple requests in a fast-paced environment.
• Strong organizational, analytical, and documentation skills.
• Ability to work independently and collaboratively with Infrastructure, Help Desk, vendors, and business stakeholders.
• Willingness and ability to learn new communication and contact center technologies as the organization modernizes its environment.
• Experience supporting business-critical communication or contact center systems is preferred.

Qualifications

• Associate degree in Computer Science or a related field, or equivalent experience; 2–3 years of help desk or technical support experience preferred.
• CompTIA A+ required; Network+ and relevant Microsoft certifications preferred.
• Strong customer-service orientation, clear communication, sound judgment, attention to detail, collaboration, adaptability, and the ability to manage competing priorities in a fast-paced support environment.

Schedule

Standard business hours, with after-hours, weekend, and on-call support as required.

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform these functions.

• Under 1/3 of the time: Standing, walking, climbing or balancing, stooping, kneeling, crouching, or crawling.
• Over 2/3 of the time: Talking or hearing.
• 100% of the time: Using hands.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

• 1/3 to 2/3 of the time: Work near moving or mechanical parts, exposure to radiation, moderate noise.