Telephony Systems Coordinator

Responsibilities

• Provide day-to-day support for Call Center telephony systems
• Troubleshoot telephony and user-related issues
• Support inbound and outbound call campaigns
• Aid with IVR administration and updates
• Generate and review basic call center reporting
• Support onboarding activities for new clients and users
• Work cross-functionally with operations and internal support teams
• Escalate complex issues appropriately
• Maintain documentation and support processes
• Aid with system enhancements and process improvements

Requirements

• 1-3 years of experience in technical support, telephony support, help desk, call center systems, or related experience
• Exposure to Cisco telephony platforms preferred (CUCM, UCCX, VOIP, Jabber, IP Phones, etc.)
• Basic understanding of call center environments and IVR functionality
• Strong troubleshooting and communication skills
• Ability to learn new systems and technologies quickly
• Organized with strong attention to detail
• Comfortable working in a fast-paced environment