Telephony Administrator

Full-time - Mid Level

Oklahoma City, OK

About the position

The Telephony Administrator at Quintessa Marketing plays a crucial role within the IT Team, responsible for the setup, maintenance, and optimization of telephony systems, particularly the dialer systems used in the call center. This position ensures efficient outbound calling campaigns, integration with CRM tools, and compliance with relevant regulations, contributing to the overall productivity and success of the call center operations.

Responsibilities

• Administer, configure, and optimize dialer systems, including integration with CRM tools.
• Adjust campaign settings, priorities, and lead assignments for efficient handling of hot leads.
• Troubleshoot and resolve issues related to telephony infrastructure to ensure uptime and performance.
• Ensure compliance with Do Not Call (DNC) regulations and maintain best practices to avoid penalties.
• Monitor agent availability, call outcomes, and lead assignment through real-time dashboards and performance reports.
• Implement and manage automation tools and workflows for improved dialing efficiency and agent productivity.
• Work with telephony vendors to resolve system issues and explore additional beneficial features.
• Create user guides and provide training to agents and IT staff on system updates and troubleshooting techniques.

Requirements

• 2-4 years in telephony system administration or call center IT support, particularly with dialer management.
• Proficiency in administering dialer systems (e.g., TalkDesk, Convoso) and integrating them with CRM tools.
• Strong understanding of telephony protocols, VoIP systems, and call routing.
• Ability to analyze call flow, lead assignment, and agent performance to make data-driven decisions.
• Excellent written and verbal communication skills for training non-technical users and documenting processes.
• Relevant certifications (e.g., CompTIA A+, CCNA, or equivalent) are a plus.
• Strong troubleshooting skills, especially in managing dialer-related performance issues.

Nice-to-haves

• Experience with VoIP systems
• Knowledge of call center operations
• Familiarity with CRM tools

Benefits

• Health savings account
• Health insurance
• Dental insurance
• Paid time off
• Employee assistance program
• Vision insurance
• Gym membership
• Life insurance