Overview
On Site
Hybrid
USD 43.00 per hour
Full Time
Skills
Microsoft Windows
Computer Science
Information Technology
VoIP
SIP
API
Amazon S3
Identity Management
SSO
Analytical Skill
Workforce Management
ITIL
Service Management
Amazon Web Services
Cloud Computing
Call Center
Management
WFM
Quantum Mechanics
Quality Management
Analytics
Reporting
Salesforce.com
ServiceNow
Telephony
Routing
Interactive Voice Response
Real-time
Dashboard
Performance Metrics
Optimization
Collaboration
Customer Service
Data Integrity
Regulatory Compliance
Privacy
Communication
Business Operations
Documentation
Job Details
Date Posted: 08/01/2025
Hiring Organization: Rose International
Position Number: 486421
Industry: Government/Staffing
Job Title: Telephony Administrator Engineer
Job Location: Atlanta, GA, USA, 30318
Work Model: Hybrid
Work Model Details: This is hybrid job
Shift: 8:00 - 5:00 PM
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 5
Min Hourly Rate($): 43.00
Max Hourly Rate($): 45.00
Must Have Skills/Attributes: AWS, CRM, Omni channel, ServiceNow, Telecommunication
Experience Desired: Experience with CCaaS platforms is a plus (2 yrs)
Required Minimum Education: Bachelor's Degree
Preferred Certifications/Licenses: AWS Certification
**C2C is not available**
Job Description
This is hybrid job and must be able to provide off-hours support for critical system issues and planned maintenance windows. Collaborative environment with cross-functional project involvement.
Required Education:
Bachelor's degree in Computer Science, Information Technology, or related field
Preferred Certification:
AWS Certification (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect - Associate).
Required Experience & Skills::
3-5 years of experience in a telephony administration/engineering role
Proven expertise in AWS Connect (call flows, contact flows, routing profiles, Lambda integrations)
Hands-on experience with Calabrio One Suite (WFM, AQM, Analytics)
Solid understanding of contact center operations and omnichannel platforms (chat, email, voice, SMS)
Familiarity with VoIP/SIP protocols, telephony monitoring tools, and call quality optimization
Experience in API integrations, AWS services (Lambda, CloudWatch, S3, etc.), and identity management (SSO, IAM)
Strong analytical and troubleshooting skills
Excellent communication and documentation skills
Preferred Experience & Skills::
Experience with CCaaS platforms is a plus
Knowledge of workforce management principles and best practices in call center environments
Familiarity with ITIL practices and Service Management platforms like ServiceNow
Responsibilities::
Administer and support Amazon Connect cloud-based contact center platform for Client Call Center Agents
Manage configurations and customizations within Calabrio One including WFM, QM, Analytics, and Reporting
Maintain and enhance omnichannel communication systems (voice, chat, email, SMS, etc.) ensuring optimal performance and uptime
Provide insight and understanding of integrated contact center platforms with CRMs (e.g., Salesforce, ServiceNow), third-party APIs, and internal systems
Monitor and troubleshoot telephony infrastructure, call routing logic, IVR, and real-time dashboards
Analyze performance metrics and provide recommendations for optimization and cost efficiency
Collaborate with IT, Atlanta 311 Customer Service, and Vendor teams to implement projects and new features
Ensure data integrity and compliance with security and privacy standards across all communication platforms
Participate in system upgrades, patches, and enhancements while maintaining minimal disruption to business operations
Create and maintain documentation for system configurations, SOPs, and troubleshooting guides
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Hiring Organization: Rose International
Position Number: 486421
Industry: Government/Staffing
Job Title: Telephony Administrator Engineer
Job Location: Atlanta, GA, USA, 30318
Work Model: Hybrid
Work Model Details: This is hybrid job
Shift: 8:00 - 5:00 PM
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 5
Min Hourly Rate($): 43.00
Max Hourly Rate($): 45.00
Must Have Skills/Attributes: AWS, CRM, Omni channel, ServiceNow, Telecommunication
Experience Desired: Experience with CCaaS platforms is a plus (2 yrs)
Required Minimum Education: Bachelor's Degree
Preferred Certifications/Licenses: AWS Certification
**C2C is not available**
Job Description
This is hybrid job and must be able to provide off-hours support for critical system issues and planned maintenance windows. Collaborative environment with cross-functional project involvement.
Required Education:
Bachelor's degree in Computer Science, Information Technology, or related field
Preferred Certification:
AWS Certification (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect - Associate).
Required Experience & Skills::
3-5 years of experience in a telephony administration/engineering role
Proven expertise in AWS Connect (call flows, contact flows, routing profiles, Lambda integrations)
Hands-on experience with Calabrio One Suite (WFM, AQM, Analytics)
Solid understanding of contact center operations and omnichannel platforms (chat, email, voice, SMS)
Familiarity with VoIP/SIP protocols, telephony monitoring tools, and call quality optimization
Experience in API integrations, AWS services (Lambda, CloudWatch, S3, etc.), and identity management (SSO, IAM)
Strong analytical and troubleshooting skills
Excellent communication and documentation skills
Preferred Experience & Skills::
Experience with CCaaS platforms is a plus
Knowledge of workforce management principles and best practices in call center environments
Familiarity with ITIL practices and Service Management platforms like ServiceNow
Responsibilities::
Administer and support Amazon Connect cloud-based contact center platform for Client Call Center Agents
Manage configurations and customizations within Calabrio One including WFM, QM, Analytics, and Reporting
Maintain and enhance omnichannel communication systems (voice, chat, email, SMS, etc.) ensuring optimal performance and uptime
Provide insight and understanding of integrated contact center platforms with CRMs (e.g., Salesforce, ServiceNow), third-party APIs, and internal systems
Monitor and troubleshoot telephony infrastructure, call routing logic, IVR, and real-time dashboards
Analyze performance metrics and provide recommendations for optimization and cost efficiency
Collaborate with IT, Atlanta 311 Customer Service, and Vendor teams to implement projects and new features
Ensure data integrity and compliance with security and privacy standards across all communication platforms
Participate in system upgrades, patches, and enhancements while maintaining minimal disruption to business operations
Create and maintain documentation for system configurations, SOPs, and troubleshooting guides
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.