Apply on Employer Site

Empire Today · 4 hours ago

Telecom Administrator

United States

Full-time

Remote

Mid Level

$110K/yr - $110K/yr

Empire Today is seeking a Telecom Administrator to join their highly skilled Information Technology Team. The role involves maintaining, configuring, and optimizing technology systems that support the customer journey, with responsibilities including managing telephony systems and customer experience platforms.

Building MaterialRetail

H1B Sponsor Likely

Hiring Manager

William Laity

Responsibilities

Administer, configure, and maintain InContact, Vonage, Balto, Vonage and Five9 phone systems, including call routing, IVR setup, agent profiles, and reporting

Manage and support Customer Experience platforms, chatbots, and AI-driven tools

Perform system monitoring, troubleshooting, and upgrades to ensure uptime, performance, and security across all platforms

Ensure smooth interoperability between telephony, and AI/bot platforms

Identify and implement automation opportunities using AI and bots to reduce manual tasks and improve efficiency

Partner with Contact Center and business stakeholders to design scalable, future-ready solutions

Develop, maintain and update customer-facing bots, ensuring accuracy, usability, and continuous learning from customer interactions

Monitor bot performance, retrain models, and adjust workflows as needed

Serve as the technical escalation point for telephony, Customer Experience systems, and AI/bot-related issues

Work with vendors (Vonage, Five9, InContact, Balto, RingCentral, AI/bot providers) to resolve issues and deliver enhancements

Provide Tier 2/3 support for internal users

Document system configurations, workflows, bot logic, and standard operating procedures

Establish and maintain consistent practices across platforms to improve reliability and define and track KPIs for Avaya, Five9, ticketing systems, and AI/bots

Deliver reporting and insights on usage, performance, and areas for improvement

Support rollouts of new system features, AI tools, and bot updates

Collaborate with training teams to ensure users understand system and bot capabilities

Serve as subject matter expert for technology vendor partnerships; optimize configurations, IVR flows, and reporting

Conduct audits of dialer performance, IVR paths, and call routing logic; implement data-driven enhancements

Qualification

IVR designVonageFive9InContactAI-driven platformsAPIsSystem integrationsTroubleshootingAnalytical skillsDocumentationCollaborationCommunication

Required

Expertise in complex IVR design, call routing, and dialer optimization

Hands-on experience with Vonage, Five9, InContact, Balto, RingCentral systems (configuration, troubleshooting, reporting)

Experience creating, maintaining, and updating AI-driven platforms, bots, or virtual assistants

Familiarity with APIs, system integrations, and automation workflows

Strong troubleshooting skills across telephony, applications, and AI tools

Ability to document workflows, bot logic, and system configurations clearly

Strong collaboration and communication skills with both technical and non-technical stakeholders

Strong analytical skills to audit system and drive process improvements

Benefits

Health benefits.

Paid time off and holiday pay.

Wellness program.

Professional development & career advancement opportunities.

Lots of perks.

Company

Empire Today

Glassdoor2.9

Empire Today is a provider of installed home improvements.

Founded in 1959

North Lake, Wisconsin, USA

1001-5000 employees

http://www.empiretoday.com/

H1B Sponsorship

Empire Today has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (2)

2022 (1)

2020 (4)