Hosted Voice System Admin

SCT Recruiting; Lake Buena Vista (FL); Vor Ort; USD 70.000 - 90.000; Vollzeit

Zusammenfassung

Smart City Telecom is seeking a Hosted Voice System Administrator to configure, provision, and manage our cloud-based voice and unified communications platform. The role involves account setup, testing, troubleshooting, and end-user support, reporting to the Manager, VoIP Services, and collaborating with engineering, NOC, and field services to ensure reliable hosted voice services.

The ideal candidate brings strong VoIP knowledge, experience with cloud voice platforms, and a proven ability to

Qualifikationen

• 3+ years of VoIP/Unified Communications support.
• Knowledge of SIP, RTP, TCP/IP, VLANs, DHCP, DNS, QoS.
• Experience with cloud voice and IP telephony.
• Experience with number porting processes.
• Experience configuring IP phones.
• Strong customer service and communication.
• Ability to manage multiple tasks and priorities.
• Strong problem-solving and documentation skills.
• Valid Driver's License.

Aufgaben

• Assist with installations and deployments of Hosted Voice solutions for customers.
• Configure and provision user accounts, extensions, devices, call queues, auto attendants, hunt groups, and voicemail.
• Manage LNP requests and coordinate porting activities with carriers and customers.
• Perform system testing including inbound/outbound calls, E911 validation, voicemail, and routing.
• Troubleshoot IP phones, ATAs, softphones, and related equipment.
• Provide end-user and administrator training on hosted voice systems.

Kenntnisse

VoIP experience

Customer service

Problem solving

Documentation

Multitasking

Communication skills

Ausbildung

Bachelor's degree preferred

Tools

IP phones

SIP trunking

VoIP platforms

Jobbeschreibung

Smart City Telecom
Orlando, FL 32810, USA

Description

Who We Are

Smart City Telecom is Central Florida's trusted hometown telecommunications provider. Since 1969, we have been personally serving and seamlessly connecting our neighbors and businesses with the world. With decades of experience delivering fast, reliable fiber internet, hosted voice, and managed services, we have grown alongside the communities we serve while staying true to the values that got us started. We instill confidence every day by delivering reliable solutions and brilliant service, and we are always looking for talented people who share that commitment.

About the Role

The Hosted Voice System Administrator supports the configuration, provisioning, and day-to-day administration of our cloud-based voice and unified communications platform, handling account setup, system testing, troubleshooting, and end-user support. Reporting to the Manager, VoIP Services, this role brings strong VoIP and telephony administration skills to our cloud-based voice deployments, working closely with engineering, NOC, and field services teams to keep our hosted voice services running reliably for customers. We instill confidence every day by delivering reliable solutions and brilliant service, and this role is central to keeping that promise for our hosted voice customers.

What the Role Involves

• Assisting with installations and deployments of Hosted Voice solutions for new and existing customers
• Configuring and provisioning user accounts, extensions, devices, call queues, auto attendants, hunt groups, and voicemail services
• Managing Local Number Portability (LNP) requests and coordinating porting activities with carriers and customers
• Performing system testing, including inbound/outbound calling, E911 validation, voicemail, call routing, and feature verification
• Troubleshooting IP phones, ATAs, softphones, and related equipment
• Providing end-user and administrator training on hosted voice systems and web portals
• Processing MACD (Moves, Adds, Changes, and Deletes) requests, trouble tickets, and other service modifications
• Maintaining accurate implementation and customer documentation
• Supporting solution documentation for Hosted Voice deployments, under the direction of engineering
• Monitoring basic network performance indicators, including QoS, VLAN configuration, bandwidth utilization, and voice quality metrics, to support troubleshooting
• Supporting SBC, SIP trunking, and cloud voice platform administration
• Collaborating with engineering teams on service enhancements and infrastructure improvements
• Following established technical standards, deployment procedures, and best practices
• Working alongside technicians on Hosted Voice provisioning, troubleshooting, and deployment methodologies
• Providing escalation support for service-impacting issues
• Coordinating activities with Sales, Engineering, Operations, NOC, and Field Services teams
• Participating in customer conference calls, installation scheduling, and project status reviews
• Diagnosing and resolving SIP signaling, registration, routing, codec, and call quality issues
• Reviewing packet captures and call traces to help identify service impairments
• Troubleshooting LAN/WAN connectivity affecting VoIP services
• Working directly with carriers and vendors to resolve escalated service issues

What We're Looking For

• 3+ years of experience supporting VoIP, Hosted PBX, or Unified Communications platforms
• Strong understanding of SIP, RTP, TCP/IP, VLANs, DHCP, DNS, and QoS
• Experience with cloud voice platforms, PBX systems, and IP telephony
• Knowledge of number porting processes and carrier relations
• Experience configuring IP phones and related voice equipment
• Strong customer service and communication skills
• Ability to manage multiple tasks and priorities simultaneously
• Strong problem-solving skills, with the ability to diagnose and resolve complex technical issues
• Strong documentation skills, with close attention to detail in following technical standards and processes
• Valid Driver's License with a satisfactory driving record

Nice to Have

• Experience with Netsapiens, RingCentral, Microsoft Teams, CRM integration, or similar platforms
• VoIP or Unified Communications certifications
• Experience working on projects independently
• Bachelor's degree in a technical discipline or related field, preferred, not required
• Bilingual in English and Spanish

Working Conditions

• On-site work schedule; schedule may vary depending on business needs
• Primarily indoor office environment, with prolonged sitting and extended use of computer and telephony equipment
• Occasional participation in customer conference calls and project meetings outside standard hours, as needed to support installations or escalations
• Occasional driving to customer or field sites to support technicians and field operations, in a safe and responsible manner during adverse weather conditions or heavy or light traffic

What We Offer

• Competitive Salary Commensurate with Experience
• Medical, Dental, and Vision
• Supplemental Benefits — Accident, Critical Illness, Hospital Care
• Life and Disability
• Flexible Spending Accounts
• 401K with Match
• Life Assistance and Wellness Plan
• Vacation, Personal, Sick, and Holiday Pay
• Ongoing Professional Development & Educational Reimbursement Program
• Team Member Recognition Programs

Additional Requirements

As part of our standard hiring process, employment with Smart City Telecom is contingent upon successful completion of a pre-employment background check, drug screening, and motor vehicle check. Job-related concerns identified during the background screening process will be evaluated on a case‑by‑case basis. Smart City Telecom is a drug‑free workplace and participates in E‑Verify to confirm the employment eligibility of all new hires.

Our Commitment

Smart City Telecom is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, consistent with our belief that great people do great things. We do not discriminate based on race, color, national origin, citizenship, religion, age, sex, sexual orientation, gender identity or expression, marital or family status, pregnancy, disability, genetic information, veteran status, or any other status protected by law, at any stage of employment from recruiting through advancement. If you need an accommodation to complete the application process, please contact Human Resources.

Additional Disclosures

The responsibilities described in this posting indicate the general nature and level of work performed and are not intended to be a comprehensive list of all duties. Job duties and responsibilities are subject to change based on evolving business needs.

In any materials submitted, applicants may redact or remove age-identifying information, such as age, date of birth, or dates of school attendance or graduation, without penalty.