Telephony Administrator​/Engineer

Transformation Lead is seeking a skilled Telephony Administrator / Engineer to support Call Center operations. This role is responsible for managing our cloud-based contact center environment, primarily built on Amazon Connect and Calabrio One, ensuring a seamless and reliable experience across voice and digital channels. The ideal candidate will bring both technical expertise and operational insight to drive performance, uptime, and customer satisfaction.

Key Responsibilities:

• Administer and support Amazon Connect for cloud-based call center operations.
• Manage and configure Calabrio One modules including WFM, QM, Analytics, and Reporting.
• Maintain omnichannel communication systems: voice, chat, email, SMS.
• Troubleshoot telephony infrastructure, IVR call flows, and routing logic.
• Integrate contact center tools with CRM systems (e.g., Salesforce, Service Now) and third-party APIs.
• Analyze KPIs, call quality, and system logs to improve system performance and cost-efficiency.
• Collaborate with IT, 311, and external vendors on system upgrades and feature implementations.
• Ensure system security, data integrity, and compliance with privacy regulations.
• Create and maintain system documentation and troubleshooting guides.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
• 3–5 years of experience in telephony administration or engineering.
• Deep understanding of AWS Connect (contact flows, routing profiles, Lambda).
• Hands-on experience with Calabrio One Suite (WFM, AQM, Analytics).
• Solid knowledge of VoIP/SIP, call routing, and monitoring tools.
• Familiarity with API integrations, AWS services (Lambda, Cloud Watch, S3), and IAM/SSO.
• Strong problem-solving and communication skills.

Preferred Qualifications:

• AWS Certification (Cloud Practitioner or Solutions Architect – Associate).
• Experience with CCaaS platforms.
• Knowledge of workforce management best practices.
• Familiarity with ITIL and platforms like Service Now.