Telephony System Administrator

Department: Information Technology / Contact Center Operations
Reports To: Director of IT or Contact Center Technology Manager
Employment Type: Full-Time

Position Summary

The TCN System Administrator is responsible for the administration, configuration, maintenance, and optimization of the TCN cloud-based contact center platform. This role supports business operations by managing system configurations, telephony services, user access, campaign settings, integrations, reporting, and troubleshooting activities. The administrator works closely with Operations, IT, Workforce Management, Compliance, and Client Services teams to ensure system reliability, security, and performance.

Essential Duties and Responsibilities

Platform Administration

• 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.

Telephony Management

• Manage DID numbers, caller ID configurations, and SIP connections.
• Coordinate telecommunications changes and carrier-related activities.
• Monitor call quality and troubleshoot telephony issues.
• Support call recording, retention, and retrieval processes.

Reporting and Analytics

• Develop and maintain operational reports and dashboards.
• Monitor KPIs such as call volume, abandonment rates, agent productivity, and campaign performance.
• Provide data extracts and reporting support to business stakeholders.
• Assist leadership with trend analysis and operational recommendations.

System Support

• Serve as Tier 2/3 support for TCN-related issues.
• Investigate and resolve platform, telephony, and integration issues.
• Coordinate escalations with TCN support and third-party vendors.
• Document incidents, root causes, and corrective actions.

Integrations and Automation

• Support integrations between TCN and CRM, workforce management, payment processing, and other business applications.
• Assist with API-based integrations and data synchronization processes.
• Participate in system upgrades, testing, and deployment activities.
• Identify opportunities for process automation and efficiency improvements.

Compliance and Security

• Ensure adherence to TCPA, FDCPA, HIPAA, PCI-DSS, and company security policies as applicable.
• Manage user access reviews and audit requirements.
• Support disaster recovery and business continuity planning.
• Maintain system documentation and standard operating procedures.

Required Qualifications

• 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.

Preferred Qualifications

• Experience with TCN platform administration.
• Experience in collections, customer service, healthcare, or BPO environments.
• Knowledge of workforce management systems.
• SQL reporting experience.
• Power BI Visualization and Reporting
• Experience with cloud-based telephony platforms and contact center technologies.
• ITIL or contact center technology certifications.

Technical Skills

• TCN Contact Center Platform
• VoIP/SIP Telephony
• IVR Design and Configuration
• Call Routing and Queue Management
• API Integrations
• CRM Platforms
• SQL and Power BI Reporting Tools
• Microsoft 365
• Network Troubleshooting

Key Performance Indicators (KPIs)

• System uptime and availability
• Incident response and resolution times
• Call quality metrics
• Reporting accuracy and timeliness
• User provisioning turnaround time
• Successful implementation of platform enhancements
• Compliance and audit readiness