This position is responsible for maintaining and optimizing hardware, networking, operating systems, and support systems to maximize the availability and performance of business applications and services. Responsibilities encompass all aspects of Voice over IP (VOIP) telephone systems and services, including, but not limited to physical phones, soft phones, video conferencing environments, voicemail, DID/TFN numbers, call manager software, contact center software, and call flows.
Additional responsibilities include the supervision, training, and development of a small team of employees.
MAJOR RESPONSIBILITIES AND AUTHORITY
Position Responsibilities:
Supervise, train, and develop all assigned personnel. This includes hiring, promoting, and terminating assigned personnel as required.
Coach, mentor and guide direct reports and team through one-on-one career development plans.
Oversee after-hours problem resolution as required.
Assess personnel through periodic evaluations.
Utilize IT leadership skills, project management methodologies, and agile development methodologies to complete, implement and maintain IT projects within budget and on time.
Ensure IP telephony installations and configurations are working properly.
Troubleshoot and resolve problems with IP telephony equipment and software and provide cost-effective solutions.
Knowledge with troubleshooting and configuring Voice Over IP and other services such as Extension Mobility, CTI, Hunt Group, Soft Key Template, Phone Button Template, Call Flows, Voicemail, and Auto Attendant.
Plan, install, configure, test, maintain, and troubleshoot Calling Plans, Direct Routing, Call Flows, and audio/video conferencing products.
Responsible for relevant documentation.
Prepare and deliver presentations to Senior management when requested.
Be familiar with all compliance, regulatory and security requirements of company systems.
Analyze and resolve telecommunications circuit issues in a timely and accurate fashion.
Oversee moves/adds/changes/deletes (MACD) for phone and voicemail systems.
Diagnosing and rectifying SIP, RTP and PBX related voice faults.
Utilize ITIL framework for Change, Incident, and Problem Management for supporting the production environment.
Other duties as assigned.
At least one of the following:
Prior experience in Senior Communications Administrator position or equivalent required.
Prior supervisory experience preferred.
Complete mandatory manager training within one year of appointment.
Excellent problem-solving abilities.
Ability and willingness to learn and extend skills.
Excellent oral and written communication skills.
Proficient in use of Microsoft Office Suite.
Willing to travel as required.
Valid Texas driver’s license and driving record at the time of hire which would not place the employee on probation or disqualify the employee from Certified Fleet Operator status under the Company Driving and Safety Policy.
Technical Skills:
Use of PC, telephone, copy machine, fax, and other office equipment over six (6) hours per day.
Extended periods of sitting and concentration.
Occasional bending, twisting, crouching, pulling, pushing, lifting, and moving items weighing up to 30 lbs.
WORKING CONDITIONS
Occasional long, irregular hours.
Occasional travel by auto or other public transportation.
Work to be conducted in office environment owned or leased by company.
REVISED December 2024
