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Job Description & How to Apply Below
The Telecom Support Specialist II is responsible for advanced planning, administration, and implementation of telecommunications and call center services. This role provides advanced technical support for cloud-based telephony platforms and enterprise contact center environments, ensuring stable, scalable, and high-quality voice and digital customer interactions.
Key focus areas include:
Supporting and enhancing cloud-based telephony, VOIP, CTI, and API integrations
Monitoring telecom and contact center platforms for performance, capacity, and reliability
Analyzing call routing, dialer, and contact center data to identify improvement opportunities
Supporting integrations with CRM and enterprise systems
Ensuring telecom configurations comply with IT policies, security, and operational standards
Major Responsibilities
The position focuses on delivering advanced operational support for global telecom and contact center solutions. The role emphasizes proactive monitoring, vendor coordination, documentation, and continuous improvement of telephony services to improve customer satisfaction, agent efficiency, and business outcomes.
Support enhancements and ongoing operations of cloud-based telephony and global call center platforms
Certification / License
Relevant IT or telecom certifications preferred Work Experience
MCSE, MCTS, CCNA, ITIL, or similar certification
Work Experience
3 years of experience troubleshooting PCs, printers, phones, and network issues
2 years of experience with PBX functionality and contact center platforms such as Microsoft O365/Teams, Genesys, Amazon Connect, or Interactive Intelligence (I3) Knowledge / Skills / Abilities
Solid understanding of contact center and telecommunication environments
Knowledge of networking, wireless, and telephony fundamentals
Experience supporting VOIP, CTI, CRM integrations, and cloud-based platforms
Strong problem-solving, analytical, and communication skills
Experience with SIP, PRI, and telephony infrastructure
Experience supporting outbound dialer platforms and campaign execution
Experience working with telecom vendors and third-party service providers
Ability to provide on-call and after-hours support when required
Knowledge / Skills / Abilities
Experience with real-time monitoring and reporting of call center performance
Ability to analyze call routing and dialer data to optimize contact strategies
Strong documentation, training, and stakeholder communication skills
Ability to work cross-functionally across IT, servicing, and business teams
Experience supporting VOIP, CTI, CRM integrations, and cloud-based platforms
Experience working using agile methodology
Education
Associate degree in Computer Science or equivalent experience
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