Telephony Administrator / Engineer

Transformation Lead is seeking a skilled Telephony Administrator / Engineer to support Call Center operations. This role is responsible for managing our cloud-based contact center environment, primarily built on Amazon Connect and Calabrio One, ensuring a seamless and reliable experience across voice and digital channels. The ideal candidate will bring both technical expertise and operational insight to drive performance, uptime, and customer satisfaction.

Key Responsibilities:

Administer and support Amazon Connect for cloud-based call center operations.

Manage and configure Calabrio One modules including WFM, QM, Analytics, and Reporting.

Maintain omnichannel communication systems: voice, chat, email, SMS.

Troubleshoot telephony infrastructure, IVR call flows, and routing logic.

Integrate contact center tools with CRM systems (e.g., Salesforce, ServiceNow) and third-party APIs.

Analyze KPIs, call quality, and system logs to improve system performance and cost-efficiency.

Collaborate with IT, 311, and external vendors on system upgrades and feature implementations.

Ensure system security, data integrity, and compliance with privacy regulations.

Create and maintain system documentation and troubleshooting guides.

Requirements

Bachelor's degree in Computer Science, Information Technology, or equivalent experience.

3–5 years of experience in telephony administration or engineering.

Deep understanding of AWS Connect (contact flows, routing profiles, Lambda).

Hands-on experience with Calabrio One Suite (WFM, AQM, Analytics).

Solid knowledge of VoIP/SIP, call routing, and monitoring tools.

Familiarity with API integrations, AWS services (Lambda, CloudWatch, S3), and IAM/SSO.

Strong problem-solving and communication skills.

Preferred Qualifications:

AWS Certification (Cloud Practitioner or Solutions Architect – Associate).

Experience with CCaaS platforms.

Knowledge of workforce management best practices.

Familiarity with ITIL and platforms like ServiceNow.