Telecom Support Specialist

Primary Purpose The Telecom Support Specialist II is responsible for advanced planning, administration, and implementation of telecommunications and call center services. This role provides advanced technical support for cloud-based telephony platforms and enterprise contact center environments, ensuring stable, scalable, and high-quality voice and digital customer interactions. Key focus areas include: Supporting and enhancing cloud-based telephony, VOIP, CTI, and API integrations Monitoring telecom and contact center platforms for performance, capacity, and reliability Analyzing call routing, dialer, and contact center data to identify improvement opportunities Supporting integrations with CRM and enterprise systems Ensuring telecom configurations comply with IT policies, security, and operational standards Major Responsibilities The position focuses on delivering advanced operational support for global telecom and contact center solutions.

The role emphasizes proactive monitoring, vendor coordination, documentation, and continuous improvement of telephony services to improve customer satisfaction, agent efficiency, and business outcomes. Support enhancements and ongoing operations of cloud-based telephony and global call center platforms Certification / License Relevant IT or telecom certifications preferred Work Experience MCSE, MCTS, CCNA, ITIL, or similar certification Work Experience 3 years of experience troubleshooting PCs, printers, phones, and network issues 2 years of experience with PBX functionality and contact center platforms such as Microsoft O365/Teams, Genesys, Amazon Connect, or Interactive Intelligence (I3) Knowledge / Skills / Abilities Solid understanding of contact center and telecommunication environments Knowledge of networking, wireless, and telephony fundamentals Experience supporting VOIP, CTI, CRM integrations, and cloud-based platforms Strong problem-solving, analytical, and communication skills Experience with SIP, PRI, and telephony infrastructure Experience supporting outbound dialer platforms and campaign execution Experience working with telecom vendors and third-party service providers Ability to provide on-call and after-hours support when required Knowledge / Skills / Abilities Experience with real-time monitoring and reporting of call center performance Ability to analyze call routing and dialer data to optimize contact strategies Strong documentation, training, and stakeholder communication skills Ability to work cross-functionally across IT, servicing, and business teams Experience supporting VOIP, CTI, CRM integrations, and cloud-based platforms Experience working using agile methodology Education Associate degree in Computer Science or equivalent experience