UC & Call Center Administrator

Who We Are

At ERC Pathlight, we’re on a mission to change lives—and we’re looking for people who feel called to do the same.

We’re one of the nation’s leading treatment providers for eating disorders and mood, anxiety, and trauma-related conditions. With multiple locations nationwide and extensive virtual programming, we meet patients exactly where they are and help them move toward lasting recovery.

Founded in 2008 by renowned psychiatrists and psychologists, ERC Pathlight now supports more than 6,000 patients each year. Our commitment is stronger than ever: to expand access, elevate the standard of care, and empower every patient to rebuild their life with dignity and hope.

Why Join Us

If you’re energized by purpose, motivated by impact, and ready to help transform the future of mental health treatment, you belong here.

What You'll Be Doing

• Unified Communications & Contact Center Administration: Administers Microsoft Teams Phone, Amazon Connect, CallTower, Retarus, and other enterprise communication platforms.
• Troubleshoots complex issues across Microsoft 365, Windows Server, Active Directory, networking, identity services, virtualization, and integrated enterprise systems.
• Improves operational efficiency, service reliability, and user experience through infrastructure modernization, PowerShell scripting, workflow automation, process optimization, and the implementation of new technologies aligned with organizational goals.
• Collaborates with Infrastructure, Service Desk, Clinical Operations, Patient Admissions, Information Security, vendors, and business stakeholders to design, implement, support, and improve enterprise communication services.
• Owes assigned systems and services by proactively identifying issues, communicating status and risks, following through on commitments, and driving problems to resolution.
• Creates and maintains accurate technical documentation, implementation procedures, standard operating procedures, operational runbooks, system diagrams, and knowledge articles to promote operational consistency, knowledge sharing, and business continuity.
• Keeps technical skills current through professional development, training, certifications, independent learning, and participation in organizational initiatives.

Essential Duties and Responsibilities

• Administers Microsoft Teams Phone, Amazon Connect, CallTower, Retarus, and other enterprise communication platforms.
• Maintains and supports telephony, contact center, auto attendant, call queue, voicemail, routing, enterprise fax, messaging, and related services to ensure secure, reliable, and highly available operations.
• Provides advanced Tier II/III support for unified communications and related infrastructure.
• Collaborates with Infrastructure, Service Desk, Clinical Operations, Patient Admissions, Information Security, vendors, and business stakeholders to design, implement, support, and improve enterprise communication services.
• Owns assigned systems and services by proactively identifying issues, communicating status and risks, following through on commitments, and driving problems to resolution.
• Contributes to incident, problem, change, and knowledge management processes aligned with ITIL best practices.
• Creates and maintains accurate technical documentation, implementation procedures, standard operating procedures, operational runbooks, system diagrams, and knowledge articles to promote operational consistency, knowledge sharing, and business continuity.
• Supports the continued growth and maturity of the Infrastructure & Operations team.

Education Requirements

• Associates Degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent relevant professional experience and/or industry certifications.
• Bachelor's Degree or higher in Information Technology, Computer Science, Information Systems, or a related field, or equivalent relevant professional experience and/or industry certifications.

Licenses and Certifications

• Relevant industry certifications, such as Microsoft Teams Administrator Associate (MS-700), Microsoft 365 Certified: Messaging Administrator Associate, AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, ITIL Foundation, or related Microsoft, AWS, Cisco, or VMware certifications.
• Three (3) or more years of experience administering enterprise unified communications, contact center technologies, Microsoft 365, or related enterprise infrastructure.
• Experience supporting enterprise unified communications platforms, including Microsoft Teams Phone, Amazon Connect, CallTower, RingCentral, Lingo, or comparable unified communications and contact center solutions.
• Strong analytical, troubleshooting, communication, and customer service skills, with the ability to support both technical and non-technical stakeholders.
• Ability to work independently and collaboratively, manage multiple priorities, and participate in an after-hours on-call rotation as needed.
• Ability to occasionally work evenings or weekends as needed and travel up to 25% of the time.

Bonus Qualities

• Experience administering Microsoft 365, Active Directory, Exchange, SharePoint, Windows Server, virtualization, networking, or similar enterprise infrastructure technologies.
• Experience using PowerShell, scripting, automation, workflow optimization, Infrastructure as Code (IaC), or AI-assisted tools to improve efficiency, documentation, troubleshooting, and service delivery.
• Experience with ITIL or other IT service management frameworks, including incident, problem, change, and knowledge management.
• Experience supporting healthcare, behavioral health, or other highly regulated enterprise environments.

Location & Schedule

• Remote: Mondays and Fridays
• On-site in our Denver Office: Tuesdays, Wednesdays, and Thursdays

Compensation Range

The compensation range for this position is based upon candidate experience and market expectations.

Colorado pay range: $95,000 - $110,000 USD