Telephony System Administrator

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Segoso

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2020

🤝 B2B

B2B • Outsourcing • Customer Service

Segoso is an all-in-one nearshore outsourcing solution that enables organizations to enhance operational efficiency and reduce costs while providing high-quality customer service. With a strong focus on compliance and technology integrations, Segoso offers customized solutions to businesses across various regulated industries, helping them improve scalability and productivity. The company's dedicated team ensures that clients receive tailored support and service at competitive prices, positioning Segoso as a strategic partner for organizations of all sizes seeking to optimize their operations.

📋 Description

• Administer and maintain the TCN contact center platform. • Configure inbound and outbound calling campaigns. • Manage skills, queues, routing rules, IVRs, and call flows. • Provision and deprovision users, roles, and permissions. • Maintain system settings, business hours, and dialing configurations. • Ensure platform configurations align with operational and compliance requirements. • Manage DID numbers, caller ID configurations, and SIP connections. • Coordinate telecommunications changes and carrier-related activities. • Monitor call quality and troubleshoot telephony issues. • Develop and maintain operational reports and dashboards. • Provide data extracts and reporting support to business stakeholders. • Serve as Tier 2/3 support for TCN-related issues. • Support integrations between TCN and CRM, workforce management, payment processing, and other business applications. • Ensure adherence to TCPA, FDCPA, HIPAA, PCI-DSS, and company security policies.

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience. • 3+ years of contact center platform administration experience. • Experience administering TCN or similar cloud contact center platforms. • Strong understanding of VoIP, SIP, IVR, ACD, and call routing concepts. • Experience with reporting tools and data analysis. • Knowledge of CRM integrations and API functionality. • Strong troubleshooting and problem-solving skills. • Excellent communication and documentation skills.

🏖️ Benefits

• Competitive salary • Comprehensive health benefits • Retirement plan options • Paid time off • Professional development opportunities