System Administrator II

Job Title: System Administrator II

Location: Onsite, Houston TX - 5 days in office work schedule- location is Houston, TX 77002

• Provide day-to-day support for telecommunications systems, including adds, moves, changes, and voicemail administration.
• Perform administration and support of Cisco Unified Communications Manager (Cisco Call Manager), including user provisioning, device configuration, calling permissions, and system maintenance.
• Perform administration and support of Cisco Unity voicemail, including mailbox management, call handlers, voicemail troubleshooting, and user support.
• Perform administration of the NICE CXone platform, including user account management, profile maintenance, troubleshooting, and support coordination.
• Troubleshoot and resolve telecommunications, unified communications, contact center, hardware, software, network, and user-related issues.
• Document incidents, service requests, and resolutions within the department ticketing system.
• Coordinate with vendors, service providers, and internal teams to support telecommunications operations, maintenance activities, and project initiatives.
• Maintain telecommunications equipment inventories and assist with equipment deployment, replacement, recovery, and disposal.
• Provide end-user training and guidance on telecommunications and contact center technologies.
• Utilize AI-powered tools and interfaces to assist with research, troubleshooting, documentation, analysis, and process improvements.
• Stay informed of emerging AI technologies and actively pursue opportunities to expand knowledge and skills related to AI and automation.
• Support continuous improvement initiatives that enhance operational efficiency, user experience, and service delivery.
• Perform other duties as assigned.

• Associate degree, technical certification, trade school training, or an equivalent combination of education and experience.
• Experience supporting telecommunications, telephony, unified communications, or contact center technologies in a business environment.
• Experience administering or supporting Cisco Unified Communications Manager (CUCM) and Cisco Unity voicemail systems.
• Basic Cisco network knowledge
• Working knowledge of NICE CXone administration and support functions.
• Strong technical troubleshooting and problem-resolution skills.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Basic understanding of AI interfaces and AI-assisted productivity tools.
• Willingness to learn and expand knowledge of AI technologies and their business applications.
• Experience supporting executives and leadership teams in a professional environment.
• Strong customer service, interpersonal, and communication skills.
• Ability to work effectively with individuals at all levels of the organization.
• Ability to prioritize workloads, manage multiple tasks, and meet deadlines in a fast-paced environment.
• Ability to work independently while contributing effectively as part of a team.