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Microsoft Teams Phone Administrator, #1051

Microsoft Teams Teams Phone Direct Routing

Location: Remote-First
Clearance: US citizenship required. Must be able to obtain and maintain a DHS Public Trust.  

A Role with a Purpose

Dev Technology Group is seeking a Microsoft Teams Administrator (Teams Calling Focus) to support enterprise administration, configuration, and operational sustainment of Microsoft Teams, including Teams Phone (Direct Routing), within a large federal environment.

This role supports a mature deployment in which core calling capabilities (inbound/outbound) are already established, with a focus on day-to-day operations, user enablement, troubleshooting, and optimization.

The position works under the guidance of a Senior Teams Phone SME, contributing to the ongoing success of enterprise voice services integrated with existing telephony infrastructure (e.g., Avaya).

This role is suited for a hands-on administrator supporting large-scale environments, with a focus on balancing voice reliability, user experience, and operational efficiency.

Technical Responsibilities and Delivery

This role serves as a contributor within the collaboration and voice platform operations team, supporting administration and ongoing operations of Microsoft Teams Phone capabilities.

You will administer Teams environments and support Direct Routing configurations, ensuring that voice services function reliably and align with enterprise requirements.

Responsibilities include supporting user lifecycle management for voice services, validating call flows, troubleshooting issues, and coordinating with telephony and network teams to resolve incidents.

You will monitor service health, voice quality, and system performance while supporting configuration and maintenance of calling features such as auto attendants, call queues, and routing policies.

You will also contribute to documentation, knowledge sharing, and continuous improvement of operational processes and platform performance.

Who Thrives Here

Individuals who succeed in this role are detail-oriented operators who take pride in maintaining stable, high-performing voice services in real-time production environments. They are comfortable working within established systems and processes while identifying opportunities to improve reliability and user experience.

They are strong problem-solvers who can quickly diagnose and resolve issues related to voice routing, policy configuration, and call quality, often under time-sensitive conditions. They understand the importance of uptime and user impact in enterprise voice environments and approach troubleshooting with urgency and precision.

They collaborate effectively across technical domains, working with network, telephony, and security teams to resolve issues and improve service delivery. They communicate clearly with both technical teams and end users, helping translate complex issues into understandable guidance.

They are adaptable and dependable, able to manage competing priorities while supporting a high-visibility, business-critical service.

Opportunity To Make an Impact

This role provides the opportunity to directly support and sustain enterprise voice services relied upon across the organization.

You will play a key role in ensuring reliable communication capabilities, supporting user productivity and mission operations through consistent, high-quality service delivery.

By contributing to the stability, optimization, and ongoing improvement of Microsoft Teams Phone capabilities, you will help enhance both user experience and operational efficiency within a complex, regulated environment.

Key Responsibilities

• Administer Microsoft Teams environment, including Teams Phone (Direct Routing) configurations and policies
• Support user lifecycle management for voice services, including:
• Phone number assignment and management
• Voice routing policies and dial plans
• Device provisioning and configuration
• Assist with Direct Routing operations, including:
• Validation of call flows and routing behavior
• Coordination with SBC/telephony teams (e.g., Avaya) for issue resolution
• Monitor and troubleshoot voice quality and call performance using tools such as Call Analytics and Call Quality Dashboard (CQD)
• Support configuration and maintenance of auto attendants, call queues, voicemail, call handling features, delegation, and shared calling scenarios
• Troubleshoot escalated issues related to:
• Call failures, latency, and quality issues
• User configuration and policy mismatches
• Client/device-related calling issues
• Monitor Teams service health and participate in incident response and escalation support (Tier 2/3 coordination)
• Support Teams governance and administration
• Document configurations, procedures, and troubleshooting guides
• Develop knowledge articles and job aids for Tier 1/2 support and end users
• Collaborate with engineering, network, and security teams to support ongoing improvements and optimization
• Stay current with Teams Phone capabilities, updates, and best practices

Minimal Required Qualifications

• A Bachelor's degree and a minimum of 6 years of professional experience, or related professional experience in lieu of a degree
• Experience administering Microsoft Teams in enterprise environments
• Hands-on experience supporting enterprise Teams Phone deployments
• Experience with:
• Voice policies, dial plans, and number management
• Call queues and auto attendants
• Familiarity with voice quality troubleshooting tools (CQD, Call Analytics)
• Familiarity with PowerShell for Teams administration
• Experience supporting large-scale user bases
• Strong troubleshooting and problem-solving skills in real-time operational environments
• Ability to work effectively with cross-functional teams (network, telephony, security)
• Strong communication skills for both technical and non-technical audiences

Preferred Qualifications

• Experience supporting federal or regulated environments (GCC/GCC High)
• Familiarity with Direct Routing architecture, including SBC concepts and call flows
• Experience working in hybrid telephony environments (e.g., Teams + Avaya)
• Understanding of network dependencies for voice (latency, jitter, packet loss)
• Experience supporting E911 / emergency calling requirements
• Experience contributing to incident response
• Experience supporting an environment with 1,000+ Teams Phone users

"Our estimated salary range for this position is $80,000 - 135,000. This presented salary range is not a guarantee of compensation or salary. Offered salary is based on experience, geographic location, and possibly contractual requirements as appropriate to the role. *Salary could fall outside of this range."