Telecommunication & Collaborations Specialist
Direct Hire | Kennesaw, GA (Hybrid Commute)
Our client is seeking a skilled Telecommunication & Collaborations Specialist to join their ISD team. In this role, you’ll support the consistent, secure, and efficient operation of enterprise voice networks across more than 30 North American sites, including multiple call centers.
You will design, deploy, test, maintain, and expand telecommunication systems and tools, driving continuous improvement and ensuring compliance with IT security standards. This position also partners closely with contractors and vendors to maintain high-quality performance across the environment.
Key Responsibilities
- Administer a hybrid Cisco and Microsoft telephony environment (Cisco PCCE, CUCM, Unity, Finesse, Microsoft Teams, Operator Connect).
- Manage Teams Phone System configurations including Direct Routing, Operator Connect, Calling Plans, and Auto Attendants.
- Configure Cisco call flows, routing, queueing, agent profiles, and user accounts.
- Troubleshoot complex incidents across Cisco and Microsoft Teams collaboration/voice platforms.
- Conduct system health monitoring, patching, and proactive maintenance to ensure stability, security, and compliance.
- Collaborate with Contact Center Managers and vendors to enhance operational efficiency and customer experience.
- Monitor system performance and resolve call quality or connectivity issues.
- Provide Level 3 support for Contact Center operations, Teams, CUIC reporting, and general telephony issues.
- Partner with Design & Engineering teams to build the roadmap for next-generation telephony platforms.
- Perform additional duties as needed.
Qualifications
- Bachelor’s degree in a relevant field or at least 5 years of related professional experience.
- Minimum of 5 years’ experience in Telephony and Collaboration technologies.
- Professional certifications such as CCNA or MS-700 demonstrating strong technical expertise.
Knowledge, Skills & Abilities
- Proven experience supporting multi-site environments using UCCE, PCCE, CUIC, CUCM, or equivalent systems.
- Experience administering Teams Phone systems with Direct Routing and Operator Connect.
- Strong background in building and maintaining call flows and queueing via Cisco and Microsoft technologies.
- Deep understanding of SIP protocol, call flows, troubleshooting, and related technologies (RTP, CTI).
- Hands-on experience with Session Border Controllers—ideally Cisco CUBE.
- Familiarity with PCCE/UCCE voice components such as CUIC, Live Data, VVB, and Finesse.
- Experience with CCaaS platforms (e.g., Genesys, Webex) is a plus.
Decision-Making Responsibilities
- Operates with minimal supervision.
- Makes independent decisions on routine issues and design considerations.
- Collaborates with leadership on major issues and strategic design decisions.