AssuranceAmerica
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Telephony Manager
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AssuranceAmerica 3 days ago Be among the first 25 applicants Join to apply for the
Telephony Manager
role at
AssuranceAmerica Get AI-powered advice on this job and more exclusive features. Manage the day-to-day administration of NICE inContact (CXone) platform, including user provisioning, skill assignment, IVR configuration, routing strategies, and campaign setups. Monitor and maintain system health, call flows, dial plans, and performance metrics. Troubleshoot and resolve issues related to voice quality, call routing, CTI integrations, and agent connectivity.
Support and manage SIP-based telephony systems, VoIP endpoints, and call recording solutions. Maintain telephony security, including encryption, authentication, and compliance (e.g., PCI, HIPAA, etc.). Collaborate with network engineers to ensure optimal voice traffic routing and bandwidth utilization. Act as the internal SME (subject matter expert) for all contact center technologies, especially NICE CXone. Collaborate with IT, operations, and vendor partners to manage system upgrades, releases, and configuration changes. Lead troubleshooting and root cause analysis for call quality issues, dropped calls, latency, or routing anomalies.
Key Responsibilities
NICE inContact Administration & Support
Manage the day-to-day administration of NICE inContact (CXone) platform, including user provisioning, skill assignment, IVR configuration, routing strategies, and campaign setups. Monitor and maintain system health, call flows, dial plans, and performance metrics. Troubleshoot and resolve issues related to voice quality, call routing, CTI integrations, and agent connectivity.
Telephony Infrastructure
Support and manage SIP-based telephony systems, VoIP endpoints, and call recording solutions. Maintain telephony security, including encryption, authentication, and compliance (e.g., PCI, HIPAA, etc.). Collaborate with network engineers to ensure optimal voice traffic routing and bandwidth utilization. Act as the internal SME (subject matter expert) for all contact center technologies, especially NICE CXone. Collaborate with IT, operations, and vendor partners to manage system upgrades, releases, and configuration changes. Lead troubleshooting and root cause analysis for call quality issues, dropped calls, latency, or routing anomalies.
Project Implementation
Design and deploy new telephony solutions and features based on business requirements. Lead or participate in the design and development of new telephony projects with business stakeholders and IT personelle. Coordinate with vendors and stakeholders for project planning, testing, and go-live.
Training and Documentation
Develop and maintain technical documentation, including system architecture diagrams, standard operating procedures (SOPs), and troubleshooting guides. Provide training and support for internal teams and end users on NICE inContact functionalities and best practices. Seniority level
Seniority level Entry level Employment type
Employment type Full-time Job function
Job function Information Technology Industries Insurance Referrals increase your chances of interviewing at AssuranceAmerica by 2x Sign in to set job alerts for “Telecommunications Manager” roles.
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Telephony Manager
role at
AssuranceAmerica 3 days ago Be among the first 25 applicants Join to apply for the
Telephony Manager
role at
AssuranceAmerica Get AI-powered advice on this job and more exclusive features. Manage the day-to-day administration of NICE inContact (CXone) platform, including user provisioning, skill assignment, IVR configuration, routing strategies, and campaign setups. Monitor and maintain system health, call flows, dial plans, and performance metrics. Troubleshoot and resolve issues related to voice quality, call routing, CTI integrations, and agent connectivity.
Support and manage SIP-based telephony systems, VoIP endpoints, and call recording solutions. Maintain telephony security, including encryption, authentication, and compliance (e.g., PCI, HIPAA, etc.). Collaborate with network engineers to ensure optimal voice traffic routing and bandwidth utilization. Act as the internal SME (subject matter expert) for all contact center technologies, especially NICE CXone. Collaborate with IT, operations, and vendor partners to manage system upgrades, releases, and configuration changes. Lead troubleshooting and root cause analysis for call quality issues, dropped calls, latency, or routing anomalies.
Key Responsibilities
NICE inContact Administration & Support
Manage the day-to-day administration of NICE inContact (CXone) platform, including user provisioning, skill assignment, IVR configuration, routing strategies, and campaign setups. Monitor and maintain system health, call flows, dial plans, and performance metrics. Troubleshoot and resolve issues related to voice quality, call routing, CTI integrations, and agent connectivity.
Telephony Infrastructure
Support and manage SIP-based telephony systems, VoIP endpoints, and call recording solutions. Maintain telephony security, including encryption, authentication, and compliance (e.g., PCI, HIPAA, etc.). Collaborate with network engineers to ensure optimal voice traffic routing and bandwidth utilization. Act as the internal SME (subject matter expert) for all contact center technologies, especially NICE CXone. Collaborate with IT, operations, and vendor partners to manage system upgrades, releases, and configuration changes. Lead troubleshooting and root cause analysis for call quality issues, dropped calls, latency, or routing anomalies.
Project Implementation
Design and deploy new telephony solutions and features based on business requirements. Lead or participate in the design and development of new telephony projects with business stakeholders and IT personelle. Coordinate with vendors and stakeholders for project planning, testing, and go-live.
Training and Documentation
Develop and maintain technical documentation, including system architecture diagrams, standard operating procedures (SOPs), and troubleshooting guides. Provide training and support for internal teams and end users on NICE inContact functionalities and best practices. Seniority level
Seniority level Entry level Employment type
Employment type Full-time Job function
Job function Information Technology Industries Insurance Referrals increase your chances of interviewing at AssuranceAmerica by 2x Sign in to set job alerts for “Telecommunications Manager” roles.
Atlanta, GA $135,000.00-$160,000.00 2 weeks ago Information Systems -Telecommunications Manager
Senior Sourcing Manager, IT (Hardware, Telecom, & Resellers)
Business Technology - Manager, BT Service Delivery
Fiber and Capacity Delivery Lead, Global Network Solutions
Atlanta, GA $183,000.00-$271,000.00 6 days ago Plant Shift Supervisor (Drinking Water or Wastewater)
HR Shared Services Service Delivery Tools Manager
Service Delivery Center - Application System Administrator - Manager 1
Atlanta, GA $114,100.00-$146,000.00 1 month ago Atlanta Metropolitan Area $70.00-$75.00 2 days ago Atlanta Metropolitan Area $85.00-$100.00 3 days ago Service Delivery Center - Application System Administrator - Manager
Atlanta, GA $114,100.00-$146,000.00 2 weeks ago SENIOR PROJECT MANAGER ECONOMIC DEVELOPMENT
Senior Manager of Vulnerability Management
Atlanta, GA $144,900.00-$241,500.00 1 week ago Senior Project Manager - Process & Manufacturing
Senior Project Manager ' Exhibits and Activations
Norcross, GA $110,000.00-$130,000.00 1 month ago Senior Project Manager - Mission Critical Data Center
Senior Project Manager with Southern Electric Company, LLC
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr