Cloud Telephony & Contact Center Specialist

BLDG SVC 32 B-J

New York (NY)

On-site

USD 100,000 - 110,000

Full time

14 days+

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Job summary

Building Services 32BJ Benefit Funds is seeking a Telecommunications Specialist in New York, NY. This full-time role focuses on maintaining and supporting voice and contact center platforms, including Cisco UCCX, Dynamics Contact Center, and Microsoft Teams Calling.

The position involves provisioning, troubleshooting, monitoring, vendor coordination, and ensuring smooth transition to cloud-based services. The team emphasizes customer service, documentation, and cross-functional collaboration,

Qualifications

Minimum 2–5 years of experience in IT technical support, telecommunications support, unified communications, or contact center operations.
Experience supporting enterprise voice and VoIP environments including phones, voicemail, softphones, and call routing.
Exposure to Cisco telephony and contact center technologies such as Cisco Call Manager, UCCX, and Finesse preferred.
Experience administering Microsoft Teams Calling or similar cloud voice platforms, including user provisioning, number assignment, policies, voicemail, and call routing, preferred.
Basic understanding of VoIP, SIP, telephony concepts, and call routing fundamentals.

Responsibilities

Maintain business telephony systems, including phones, softphones, voicemail, call routing, and voice-related service requests.
Provide operational support for contact center platforms including Cisco UCCX/Finesse during transition, Microsoft Dynamics Contact Center, and Genesys Cloud CX.
Support contact center users with login issues, queue assignments, call handling, and related service requests.
Perform user provisioning activities including moves, adds, changes, and deletions (MACDs) for telephony and contact center platforms.
Coordinate with carriers, managed service providers, and vendors on service requests, troubleshooting, equipment replacement, and escalations.
Assist with call flow validation, queue configuration updates, phone setup, and testing activities related to voice and contact center systems.
Monitor system alerts, dashboards, and notifications related to voice and contact center services and elevate issues as appropriate.
Assist in troubleshooting call quality issues including poor audio quality, dropped calls, latency, and connectivity issues by collecting logs, metrics, and related information.
Administer Microsoft Teams Calling and related voice services, including user configuration, number assignment, call policies, voicemail, call routing, and troubleshooting.
Support cloud-based communication and collaboration services including Microsoft Teams telephony integrations and related voice services.
Track incidents, requests, and changes within the IT service management system and ensure requests are properly documented and followed through to resolution.
Maintain telephony and contact center documentation, including configurations, procedures, inventory, and support processes.
Assist with routine maintenance, testing, validation, and operational readiness activities for voice and contact center platforms.
Support onboarding and offboarding activities related to telephony devices, contact center users, voicemail, and related communication services.
Coordinate and communicate with Infrastructure, IT Support Team, vendors, and business stakeholders regarding service issues, outages, planned maintenance, and support activities.
Assist the IT Support Team as needed and deliver excellent customer service to end users.
Learn and support modern cloud-based communication and contact center technologies utilized by the organization.
Perform other related duties as assigned.
Provide support after hours, on weekends, and through on-call rotation as required.