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Director Telephony Administrator Jobs (NOW HIRING)

Segoso

Telephony System Administrator

Information Technology / Contact Center Operations Reports To: Director of IT or Contact Center ... The administrator works closely with Operations, IT, Workforce Management, Compliance, and Client ...

New

Taylor Corp

Telephony IT Tech

North Mankato, MN · On-site

... will administer the needs of the telephony related hardware and software of the organization's Avaya VoIP and Verint systems, including the phone squad support desk, provide direct support to end ...

Taylor Corp

Telephony IT Tech

North Mankato, MN · On-site

... will administer the needs of the telephony related hardware and software of the organization's Avaya VoIP and Verint systems, including the phone squad support desk, provide direct support to end ...

Futurewave Systems

Sr. Desktop Technician

Atlanta, GA

$19.50 - $24.75/hr

Office security / badge admin Tape backup admin IPS admin Telephony admin Patch management On site ... or constraints No direct reports, however, could mentor and/ or coordinate associate and ...

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Director Telephony Administrator information

What is the difference between Director Telephony Administrator vs Telephony Engineer?

AspectDirector Telephony AdministratorTelephony Engineer
CredentialsTypically requires a bachelor's degree in IT or telecommunications, with certifications like CCNA or Cisco Certified Network AssociateUsually holds a bachelor's degree in computer science or telecommunications, with similar certifications such as CCNA or Cisco certifications
Work EnvironmentOversees telephony systems management, team leadership, and strategic planning within organizationsFocuses on designing, implementing, and maintaining telephony infrastructure and systems
Employer & Industry UsageCommonly employed in large corporations, telecom providers, and IT departmentsFound in telecom companies, IT service providers, and large enterprises with complex telephony needs

The main difference is that the Director Telephony Administrator typically manages teams and oversees telephony operations at a strategic level, while a Telephony Engineer focuses on technical system design and implementation. Both roles require similar technical credentials, but their responsibilities and focus areas differ.

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Director Telephony Administrator jobs near you
Infographic showing various Director Telephony Administrator job openings in the United States as of June 2026, with employment types broken down into 1% As Needed, 97% Full Time, and 2% Contract. Highlights an 85% Physical, 4% Hybrid, and 11% Remote job distribution.

Telephony System Administrator

US SEQUIUM ASSET SOLUTIONS LLC

Atlanta, GA • On-site

Full-time

Posted 3 days ago

Job description

Description:

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.
Requirements:

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

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