IT Telecom Administrator

We're unique. You should be, too.

We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Telecom Admin is responsible for supporting, maintaining, and administering the Unified Communications Platform and Corporate Contact Center in addition to general VOIP, Mobile, and other telecommunications-related activities. Additionally, it will partner with IT Field Services staff to ensure the highest possible quality and efficiency of voice services by supporting the installation, maintenance, and troubleshooting of telecom services at all our locations. This role will also assist with billing, budgeting, and cost analysis.

Essential Job Duties/Responsibilities:

• Single point of contact for Telecom carriers and providers.
• Interfaces with carriers to order new services or disconnect orders.
• Supports voice and data connections, including but not limited to POTS, VoIP, and wireless at all remote locations.
• Provide support for all mobile devices, configuration, deployment, and troubleshooting.
• Facilitates internal and vendor support communication to ensure timely resolution of telecom issues.
• Maintains equipment records, databases, and inventory and submits reports as required.
• Assists in management of telecom vendor relationships and contracts.
• Provides voice and mobile infrastructure/equipment support via moves, adds, and changes (MACs) in the provider portal.
• Creates call center reporting, including Call Intervals, Call Logs, and Dispositions, among others.
• Develops, maintains, and updates IVR, call flows, campaigns, and announcements to ensure proper routing of calls in call center groups.
• Works with IT and business partners to define requirements for IVR call flows.
• Creates and maintains documentation of IVR Call flows, campaigns, skills, and scripts.
• Provides Call Center technical knowledge and troubleshooting skills for IVR applications and Contact Center Routing.
• Coordinates advanced IVR development activities with our vendor partner.
• Assists with maintaining call center agents and agent skills.
• Assumes additional responsibilities and performs special projects as needed or directed.
• Strong problem-solving/analytical, organizational, and multi-tasking skills required.
• Strong sense of initiative, requiring little direct supervision.