Contact Center Technology Specialist

Primary Purpose

• The Telecom Support Specialist II is responsible for advanced planning, administration, and implementation of telecommunications and call center services. This role provides advanced technical support for cloud-based telephony platforms and enterprise contact center environments, ensuring stable, scalable, and high-quality voice and digital customer interactions.

Key focus areas include:

• Supporting and enhancing cloud-based telephony, VOIP, CTI, and API integrations
• Monitoring telecom and contact center platforms for performance, capacity, and reliability
• Analyzing call routing, dialer, and contact center data to identify improvement opportunities
• Supporting integrations with CRM and enterprise systems
• Ensuring telecom configurations comply with IT policies, security, and operational standards

Major Respons...