VoIP Network Administrator

Full Job Description

Decibel LLC is seeking a motivated VoIP Network Administrator to join our dynamic team! This role facilitates our critical VoIP application and will be responsible for installing, configuring, and maintaining the Five9 Virtual Contact Center (VCC) and other telecom system applications (Google Voice). Our VoIP Network Administrator will work directly with users, fellow IT staff, and management to help streamline our telecom systems and processes in a fun, fast-growing, fully remote working environment. Must have prior experience working with VoIP software architecture, contact center administration, user training, together with good organizational and analytical abilities.

The primary focus in this position is to direct and manage VoIP activities and processes for not only users, but for multi-faceted inbound and outbound campaigns. Many existing Inbound and Outbound campaign strategies must be modified quickly based on campaign performance metrics to increase their effectiveness, with close oversight of existing spam/reputation monitoring services for increased connectivity. Your duties will also include technical and administrative tasks to ensure functionality and efficiency of the Five9 VoIP application. Your goal will be to ensure exceptional VoIP service standards and provide project updates to the team.

Duties/Responsibilities:

• Independently manage, maintain and monitor the company Five9 VoIP business application and Virtual Contact Center (VCC) and other telecom applications (Google Voice)
• Primary administrator for users, teams & campaigns (Both Inbound & Outbound)
• Point of contact for the Five9 technical support team and 3rd party telecom services
• Collaboration with internal Software Developers regarding system needs, enhancements and corrections as needed
• Perform change requests to existing Inbound and Outbound campaigns in the VCC
• Collaborate with fellow IT staff, cross-functional teams, and departments to ensure VoIP requirements, change requests, and objectives are effectively maintained and communicated at all times
• Serve as Tier 3 support to other Helpdesk technicians in the performance and training of end users for their web phones, voicemail features, call forwarding, unified messaging, and other functionality where needed
• Identify application deficiencies and recommend appropriate paths to resolution as appropriate
• Assist in the development and maintenance of department processes and technical documentation
• Consult on automating processes and technical improvements as well as creating documentation and instructions
• Work together with other professionals to maintain standards and functionality

Requirements:

• 3+ years’ experience of working within VoIP environments and intermediate knowledge of Virtual Contact Center applications
• 2+ years of experience working in system Administrator-level roles preferred
• Experience with Five9 applications and Java-based platforms, a major plus
• Experience working individually and in small teams, to define and scope problems and requirements, develop action plans, and successfully execute required activities through completion
• Ability to prioritize and multi-task in a flexible, fast paced, and challenging environment, while providing a high level of service
• Some night and weekend on-call availability may be required
• Good knowledge of Cloud systems
• Strong communication and interpersonal skills
• Strong organizational and coordination abilities with close attention to detail
• BSc or BA degree in information technology or computer science; additional certification (CompTIA Network+, CompTIA Security+ etc.) will be a bonus

Location: Remote

Benefits: Decibel offers 100% company-paid employee health insurance through Blue Cross and Blue Shield, as well as other plan offerings for you and your family (health, dental, vision). There is also an added monthly benefit amount of $200 total to assist with dependent health coverage costs!

Additionally, we offer Accrued PTO equal to 80 hours for the first year that you can use for vacation time.

Compensation:

Range: $65,000 – 85,000/year

Job Type: Full-Time

Location: Remote