Get new jobs for this search by email

Telephony Administrator / Engineer Job Description We are seeking a skilled Telephony Administrator/Engineer to manage and support our City of Atlanta - Watershed Call Center agents utilizing a cloud-based contact center infrastructure, with specific expertise in AWS Connect, Calabrio One, and omnichannel communication platforms. The ideal candidate will have a deep understanding of telephony systems, voice architecture, analytics, and contact center operations. This role will be pivotal in maintaining and enhancing the customer experience through technical excellence and seamless integration across platforms. Key Responsibilities: - Administer and support Amazon Connect cloud-based contact center platform for Watershed Call Center Agents - Manage configurations and customizations within Calabrio One including WFM, QM, Analytics, and Reporting. - Maintain and enhance omnichannel communication systems (voice, chat, email, SMS, etc.) ensuring optimal performance and uptime. - Provide insight and understanding of integrated contact center platforms with CRMs (e.g., Salesforce, ServiceNow), third-party APIs, and internal systems. - Monitor and troubleshoot telephony infrastructure, call routing logic, IVR, and real-time dashboards. - Analyze performance metrics and provide recommendations for optimization and cost efficiency. - Collaborate with IT, Atlanta 311 Customer Service, and Vendor teams to implement projects and new features. - Ensure data integrity and compliance with security and privacy standards across all communication platforms. - Participate in system upgrades, patches, and enhancements while maintaining minimal disruption to business operations. - Create and maintain documentation for system configurations, SOPs, and troubleshooting guides. Required Qualifications: - Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience. - 3-5 years of experience in a telephony administration/engineering role. - Proven expertise in AWS Connect (call flows, contact flows, routing profiles, Lambda integrations). - Hands-on experience with Calabrio One Suite (WFM, AQM, Analytics). - Solid understanding of contact center operations and omnichannel platforms (chat, email, voice, SMS). - Familiarity with VoIP/SIP protocols, telephony monitoring tools, and call quality optimization. - Experience in API integrations, AWS services (Lambda, CloudWatch, S3, etc.), and identity management (SSO, IAM). - Strong analytical and troubleshooting skills. - Excellent communication and documentation skills. Preferred Qualifications: - AWS Certification (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect - Associate). - Experience with CCaaS platforms is a plus. - Knowledge of workforce management principles and best practices in call center environments. - Familiarity with ITIL practices and Service Management platforms like ServiceNow. Work Environment: - Hybrid or Remote work options available. - Must be able to provide off-hours support for critical system issues and planned maintenance windows. - Collaborative environment with cross-functional project involvement. Why Join Us? - Opportunity to work with cutting-edge cloud telephony and customer engagement technologies. - Be part of transforming customer service operations through innovation and integration. - Supportive team culture focused on continuous learning and professional