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Pathlight Mood & Anxiety Center · 18 hours ago

Systems Administrator Unified Communications & Call Center

Denver, CO

Full-time

Onsite

Entry, Mid Level

$95K/yr - $110K/yr

2+ years exp

Pathlight Mood & Anxiety Center is a healthcare organization focused on providing innovative treatment for eating disorders and mental health conditions. They are seeking a Systems Administrator for Unified Communications and Call Center to manage their telecommunications infrastructure, ensuring efficient operation of systems like Office365 Teams and Amazon Connect while supporting the Patient Admissions department.

Health CareMental Health

Responsibilities

Oversees the administration and maintenance of the call center systems, such as automatic call distribution (ACD), interactive voice response (IVR), and workforce management (WFM) systems

Configures and optimizes call routing strategies, ensuring efficient distribution of calls among agents

Collaborates with call center managers to implement system enhancements and workflows that enhance customer experience and agent efficiency

Maintains the organization's telecommunications infrastructure, including on-premises and cloud-based phone systems, voicemail systems, and related equipment

Monitors system performance and capacity, identifying and resolving issues proactively

Collaborates with internal teams and external vendors to implement system upgrades and enhancements

Provides technical support and troubleshooting assistance to users of telecommunications and call center systems

Conducts user training sessions to educate employees on system features and best practices

Develops and maintains user documentation, including system manuals and standard operating procedures (SOPs)

Qualification

Telecommunications AdministrationMicrosoft Teams AdministrationCall Center SystemsNetwork+ CertificationA+ CertificationSecurity+ CertificationTelecommunications ProtocolsUser SupportCommunicationInterpersonal Skills

Required

Associate's degree in computer science, Information Services, or related field, or equivalent experience (in addition to minimum requirement) or industry certification

2 to 4 years of proven experience in administering telecommunications, unified communications (UC) and call center systems, including phone systems, voicemail systems, ACD, IVR, and WFM systems

2+ year of Microsoft Teams Meeting, Telephony and Communication Policy administration

Strong knowledge of telecommunications protocols and technologies, such as SIP, PRI, VoIP, and TDM

Experience with call center concepts and practices, including call routing strategies, service level agreements (SLAs), and workforce management

Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders