Telephony Administrator

General Description
The Telephony Administrator is responsible for the configuration, support, and ongoing management of the Tax Collector’s Cisco-based telecommunications systems, with a particular focus on high-volume call center operations. This role supports Unified Communications, VoIP, voicemail, and contact center environments and plays a critical part in ensuring reliable communication across the organization. The ideal candidate is a hands-on, solutions-oriented professional who is comfortable wearing many hats—offering expertise in voice systems while remaining flexible to assist with broader IT functions as needed.

Minimum Education and Experience Requirements

• Associate degree or higher in Information Technology, Telecommunications, or a related field.
• A minimum of three (3) years of experience administering Cisco telephony platforms in an enterprise or public-sector environment.
• Experience with high-volume call center setup and maintenance (Cisco UCCX preferred).
• An equivalent combination of education, training, and experience may be considered.

Preferred Certifications

• Cisco Certified Network Associate (CCNA) - Collaboration
• Cisco Certified Technician (CCT) – Collaboration
• Cisco Certified Specialist – Collaboration Core
• CompTIA Network+
• ITIL Foundation (preferred)

Duties and Responsibilities

High-Volume Call Center Management
Design, implement, and maintain Cisco Unified Contact Center Express (UCCX) solutions, including IVR menus, call queues, skill-based routing, and reporting.

Unified Communications Administration
Administer Cisco Unified Communications Manager (CUCM), Unity Connection, and related collaboration platforms.

Support and Troubleshooting
Respond to support tickets, troubleshoot voice and video communication issues, and ensure uptime for mission-critical systems.

Flexibility in IT Functions
Assist with various IT projects and provide backup support across systems administration, network troubleshooting, service desk, and hardware deployment as needed.

System Monitoring and Optimization
Monitor system performance, ensure voice quality, and recommend improvements for call handling and user experience.

User Training and Support
Provide training and documentation for staff, including call center agents and supervisors, on telephony systems and procedures.

Backup and Redundancy
Develop and maintain backup strategies and disaster recovery plans for voice systems.

Vendor and Licensing Management
Coordinate with telecom vendors and manage licensing, support contracts, and billing reconciliation.

Documentation and Compliance
Maintain detailed documentation on call flows, system configurations, changes, and procedures. Ensure compliance with internal IT policies and regulatory requirements.

Critical Competencies for Success

Multitasking & Agility
Thrives in an environment where priorities shift rapidly. Able to juggle call center support, infrastructure tasks, and IT team collaboration.

Team-Oriented Mindset
Works collaboratively with IT colleagues to support a wide range of technology initiatives in a service-focused public agency.

Customer Service Focus
Ensures excellent communication services for both staff and the public. Understands the importance of uptime in a high-demand government setting.

Analytical Thinking
Identifies problems, evaluates solutions, and implements improvements with minimal supervision.

Technical Depth & Breadth
Possesses strong knowledge of Cisco telephony and contact center environments, with readiness to cross-train or contribute to other IT areas.

Work Conditions

Physical Requirements:
Work is generally sedentary but may require moving or installing equipment up to 50 pounds. Periodic after-hours work for maintenance or upgrades may be required.

Sensory Requirements:
Must be able to read configurations and reports and clearly communicate technical information to various stakeholders.

Environmental Conditions:
Standard office environment, with work in telecom/network closets and data centers as needed. After-hours support may be required for system upgrades, outages, special projects, or emergency response.

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