UC & Call Center Administrator

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⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $95k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Echo AI (acquired by Calabrio)

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 $25M Series B on 2021-05

Artificial Intelligence • SaaS • B2B

Echo AI is a company that developed conversational AI and interaction-analytics tools for contact centers, focusing on speech-to-text, conversation intelligence, sentiment analysis, automated QA, and agent-assist features to boost agent productivity and customer experience. Its solutions were offered as cloud/SaaS products for enterprise contact centers and B2B customers and have been integrated into Calabrio ONE following its acquisition by Calabrio.

📋 Description

• Administers Microsoft Teams Phone, Amazon Connect, CallTower, Retarus, and other enterprise communication platforms. • Provides advanced Tier II/III support for unified communications and related infrastructure. • Improves operational efficiency, service reliability, and user experience through infrastructure modernization, PowerShell scripting, workflow automation, process optimization, and the implementation of new technologies. • Collaborates with Infrastructure, Service Desk, Clinical Operations, Patient Admissions, Information Security, vendors, and business stakeholders to design, implement, support, and improve enterprise communication services. • Owns assigned systems and services by proactively identifying issues, communicating status and risks, following through on commitments, and driving problems to resolution. • Creates and maintains accurate technical documentation, implementation procedures, standard operating procedures, operational runbooks, system diagrams, and knowledge articles to promote operational consistency, knowledge sharing, and business continuity.

🎯 Requirements

• Three (3) or more years of experience administering enterprise unified communications, contact center technologies, Microsoft 365, or related enterprise infrastructure. • Experience supporting enterprise unified communications platforms, including Microsoft Teams Phone, Amazon Connect, CallTower, RingCentral, Lingo, or comparable unified communications and contact center solutions. • Strong analytical, troubleshooting, communication, and customer service skills, with the ability to support both technical and non-technical stakeholders. • Ability to work independently and collaboratively, manage multiple priorities, and participate in an after-hours on-call rotation as needed. • Ability to occasionally work evenings or weekends as needed and travel up to 25% of the time

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage • Generous Paid Time Off • Parental Leave benefits • Retirement benefits • Tuition reimbursement