Cloud Telephony & Contact Center Specialist

Building Service 32BJ Benefit Funds; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Building Services 32BJ Benefit Funds in New York is seeking a Senior Manager, Information Technology to lead the IT Infrastructure team and oversee voice, collaboration, and contact center platforms during transition to cloud-based services.

The role focuses on provisioning, troubleshooting, monitoring, vendor coordination, and ensuring reliable communications as legacy systems migrate to cloud, with familiarity in Cisco UCCX, Microsoft Dynamics, Teams Calling, and related services.

Qualifications

• At least 2–5 years in IT telecom support or UC/CC operations.
• Experience with enterprise voice and VoIP (phones, voicemail, routing).
• Familiarity with Cisco Call Manager, UCCX, and Finesse preferred.
• Experience administering Teams Calling or cloud voice platforms.

Responsibilities

• Maintain telephony systems: phones, voicemail, call routing.
• Provide operational support for contact centers and cloud CX.
• Assist users with login issues, queue assignments, and service requests.
• Perform MACDs for telephony and contact centers.
• Coordinate with carriers and vendors on service requests and escalations.
• Monitor voice systems, analyze alerts, and escalate issues.

Skills

Unified communications

VoIP systems

Microsoft Teams Calling

Vendor coordination

Customer service

Documentation

Troubleshooting

MS365

Education

Associate degree in Computer Science or related field

Tools

Cisco Call Manager

UCCX

Finesse

Microsoft Teams Calling

Dynamics 365

Job description

Building Services 32BJ Benefit Funds in New York is seeking a Senior Manager, Information Technology to lead the IT Infrastructure team and oversee voice, collaboration, and contact center platforms during transition to cloud-based services.

The role focuses on provisioning, troubleshooting, monitoring, vendor coordination, and ensuring reliable communications as legacy systems migrate to cloud, with familiarity in Cisco UCCX, Microsoft Dynamics, Teams Calling, and related services.