VoIP/Telecom Administrator with Genesys

Net2Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of 300% in the last 3 years with over 5500+ employees globally, with over 30+ locations in the US and global operations in 32 countries. We believe in providing staffing solutions to address the current talent gap – Right Talent – Right Time – Right Place – Right Price and acting as a Career Coach to our consultants.

Job title: VoIP/Telecom Administrator

Location: Poughkeepsie, NY 12601 (Onsite)

Contract

Required Skills: Genesys, Cisco VOIP Voice

Job Summary:

The VoIP/Telecom Administrator is a skilled and experienced professional responsible for managing and optimizing an organization's telecommunications & Contact Center systems (Mitel-OpenSpace & Genesys IVR). This role involves design, develop, deploy, and support telecom-related software and hardware across the company. Telecom services are critical to support Openspace Contact Center environment and directly impact external customer base. This role will be a key resource in future implementations, feature enhancements, upgrades, and support of new functionality for the organization. With strong leadership skills, they collaborate on projects and work with vendors. Their expertise ensures seamless communication and operational efficiency, making them an asset to any telecommunications team. The Administrator will work in alignment with the full I&O team to ensure adherence to security protocols, industry standards and continuous cost-effective improvements that reduce business downtime.

Responsibilities:

• Mitel OpenSpace telecom System Management: Oversees day-to-day operation, maintenance, and optimization of the company's telecommunications and Contact center infrastructure to ensure peak performance and reliability.

• Troubleshooting and Issue Resolution: proactively Identify and resolve complex technical issues related to telecommunications systems, ensuring minimal downtime and high system availability

• System Upgrades and Integration: Planning and execution of upgrades and integrations to ensure compatibility and efficiency with existing systems

• Collaborate with subject matter experts (SMEs) to create and revise existing knowledge base articles ensuring they are clear, accurate and comprehensive.

• Vendor Management: Collaborate with vendors to work on Issues and upgrades ensuring smooth operations, negotiate service contracts, and stay updated with the latest product developments and innovations

• Security and Compliance: Implement and maintain security measures to safeguard telecommunications systems and ensure compliance with relevant regulations and industry standards

• Develop and document SOPs for key processes and collaborate with cross-functional teams to update SOPs regularly based on process changes, feedback from users, and operational improvements.

• Participate in telecommunications-related projects, ensuring adherence to budget and timeline.

• Business Liaison: Collaborates with Business Stakeholders to assess current and future telecommunication system needs in assistance to the telecom Technical Service Owner.

• Site Visits: Able to visit nearby project sites as needed to resolve emerging issues and support project related tasks.

• Demonstrates a commitment to organizational values, including performing to a high ethical standard and being focused on integrity, collaboration, and teamwork in all efforts.

Managing & Supporting VoIP Systems & Tools:

• Mitel-Unify OpenSpace VoIP Systems (Atos)

• OpenSpace Contact Center Enterprise.

• Genesys IVR Management

• ASC Call Recording Solutions

• Optic Voice Traffic management & OpenSpace Voice Trace Manager.

• Calabrio- Workforce Management. (WFM).

• Mediatrix Analog-VoIP Adapters.

• ServiceNow Ticketing Tool.

Qualifications:

• Associate’s Degree in a relevant field plus 5 years of telecom support experience and 3 years of experience with Contact Center support and IVR platforms

• Experienced in VoIP & Analog HW/SW troubleshooting activities and problem resolution.

• In-depth knowledge of VoIP (Voice over IP), SIP (Session Initiation Protocol), and other telecommunication protocols used in enterprise voice systems.

• Expertise in diagnosing and resolving VoIP issues, including call quality problems, analyzing call logs, registration failures, and network-related issues.

• Ability to support voice system installations, upgrades, and migrations, ensuring minimal downtime and efficient delivery.

• Good Understanding of QoS (Quality of Service) and VoIP traffic management to ensure optimal call quality and network performance.

• Administration of VOIP-related routing, including carrier level, hunt groups, simultaneous ring groups, etc.

• Excellent communication skills and interpersonal skills, including customer service, training, presentation, and public speaking

• Must be able to travel to district locations and be capable of lifting 35lbs

• Valid driver’s license

Why work with us - At Net2Source, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take necessary steps to make your mark. We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management and beyond.

Equal Employment Opportunity Statement:

Net2Source is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Awards and Accolades:

• America's Most Honored Businesses (Top 10%)

• Awarded by USPAAC for Fastest Growing Business in the US

• 12th Fastest Growing Staffing Company in USA by Staffing industry Analysts in the US (2020, 2019, 2020)

• Fastest 50 by NJ Biz (2020, 2019, 2020)

• INC 5000 Fastest growing for 8 consecutive years in a row (only 1.26% companies make it to this list)

• Top 100 by Dallas Business Journal (2020 and 2019)

• Proven Supplier of the Year by Workforce Logiq (2020 and 2019)

• 2019 Spirit of Alliance Award by Agile1

• 2018 Best of the Best Platinum Award by Agile1

• 2018 TechServe Alliance Excellence Awards Winner

• 2017 Best of the Best Gold Award by Agile1(Act1 Group)

Thanks & Regards

Abhishek Kumar

Sr. Technical Recruiter