Unified Communications Administrator

Gas South•Gainesville, FL

About The Position

Are you passionate about optimizing communication systems and ensuring seamless collaboration across an organization while working with cutting-edge technologies to manage and maintain unified communications platforms? As a Unified Communications Administrator on our infrastructure team, you will be responsible for managing, configuring, and maintaining our company's unified communications systems. These systems integrate various communication channels like voice calls, video conferencing, messaging, and email, ensuring smooth operation and user access across all platforms within the organization. You will work closely with our contact center and workforce management teams to provide top-notch support and enhance user experience.

Requirements

4+ years of experience in system administration, with a focus on unified communications systems
Experience and certification in managing and supporting unified communications systems, including call recording platforms, WFM platforms, and dashboarding platforms
Experience documenting and creating call flows, including experience with the creation and utilization of custom voice recordings
Strong understanding of unified communications infrastructure and services
Experience with scripting languages (e.g. PowerShell, Python, Bash) and SQL
Experience with version control systems (e.g. GitHub, GitLab, Azure DevOps)
Strong problem-solving and troubleshooting skills
Excellent verbal and written communication skills
Ability to work effectively in a team environment and individually
Knowledge of network infrastructure and protocols, including SIP, TCP/IP, DNS, DHCP, and QoS

Nice To Haves

Associate degree or higher in Computer Science or related field.
Experience with the Five9 contact center as a service platform, Verint platforms, Uniphore chatbot, Clearview performance analytics, and Microsoft Phone System strongly desired.
Experience with Microsoft Teams Room systems strongly desired.

Responsibilities

Manage, configure, and maintain unified communications systems to ensure seamless operation and user access
Install, troubleshoot, update, and monitor unified communications systems to address issues and optimize performance
Support tooling for our contact center, including call mining, quality/performance management, transcription services, campaign management, auto dialers, auto attendants, interactive voice response systems, call storage, customer-facing chatbot, metrics/reporting, and workforce management
Manage configuration, create interaction flows, and provide technical support for unified communications systems
Manage and support corporate cellular phone and data plans and devices
Manage and support corporate conference room Audio/Video hardware and software solutions
Establish SLA performance monitoring, test failover processes, develop continuity and recovery plans, provide training and documentation, and follow up with vendors on performance expectations
Help manage updates and uphold security policies to secure sensitive customer and business data
Collaborate with other teams to meet the needs of end users and customers
Stay current with industry trends and emerging technologies to recommend and implement innovative solutions
Develop and enforce policies and procedures for the use of unified communications systems
Monitor system and client-side performance and usage to ensure compliance with organizational standards
Provide end user and technical training and documentation related to our unified communications systems