Telecom Administrator

Empath Payroll Services, LLC; West Palm Beach (FL); On-site; USD 85,000 - 105,000; Full time

Job summary

Empath Health is seeking a Telecom Administrator to design and maintain the organization's unified communications and contact center architecture. You will build and manage IVR structures, call routing, and QoS-aligned configurations to support scalable, resilient voice operations.

The role includes configuring and maintaining conferencing and CC reports, plus collaboration with network teams to ensure reliable voice performance and service quality.

Qualifications

• 5+ years of VoIP or unified communications experience.
• 3+ years administering RingCentral.
• Bachelor's degree in Information Technology, Telecommunications, Computer Science, or related field preferred; equivalent work experience may be considered.

Responsibilities

• Design and maintain the architecture of the unified communications platform, including extension design, dial plans, call routing, and system-wide configuration standards.
• Design and administer the organization's contact center environment, including call queues, agent groups, routing profiles, and IVR structures.
• Design and maintain complex IVR systems and call routing structures with multi-level menus and time-based routing rules.
• Support reporting and analytics in the contact center by configuring reports and monitoring call metrics.
• Work with network administration teams to ensure QoS configurations and voice performance are supported by the network infrastructure.

Skills

VoIP experience

RingCentral

Education

Bachelor's degree in IT/telecommunications/CS

Job description

What you'll Do

The Telecom Administrator is responsible for designing and maintaining the architecture of the organization's unified communications platform. This includes extension design, dial plans, call routing logic, and system-wide configuration standards. The Administrator ensures the environment is scalable, resilient, and aligned with business requirements.

A major responsibility of this role is the design and administration of the organization's contact center environment. The Telecom Administrator is responsible for building and maintaining call queues, agent groups, routing profiles, and IVR structures that support customer engagement operations.

The Telecom Administrator designs and maintains complex IVR systems and call routing structures. This includes building multi-level menus, configuring routing rules, and implementing time-based routing.

The Telecom Administrator supports reporting and analytics capabilities within the contact center environment. This includes configuring reports, monitoring call metrics, and supporting operational reporting needs.

The Telecom Administrator works closely with network Administrating teams to ensure optimal voice performance. This includes verifying Quality of Service (QoS) configurations and ensuring network infrastructure supports reliable voice communications.

Why Join Empath Health?

Earn Competitive Pay: Your skills and contributions are recognized and rewarded.

Benefits & Wellness: Medical, dental, vision, life insurance, retirement with company match, plus wellness programs to support your mind and body.

Industry-Leading PTO: 5+ weeks to rest, recharge, and live your Full Life.

Grow Your Career: CEU support, tuition reimbursement, and advancement opportunities.

Make a Difference: Join a mission-driven team dedicated to kindness, compassion, and Full Life Care for All.

What You'll Need

Education:

• Bachelor's degree in Information Technology, Telecommunications, Computer Science, or related field preferred. Equivalent work experience may be considered in place of formal education.

5+ years of VoIP or unified communications experience

3+ years administering RingCentral

Certifications (Preferred)

Preferred certifications may include:

• RingCentral certifications
• VoIP certifications
• Network+
• Security+
• ITIL Foundation

Unified in empathy, we serve our communities through extraordinary Full Life Care for All.

Empath Health is a not-for-profit healthcare organization providing Full Life Care through a connected network of services across Florida-including hospice, home health, grief care, geriatric primary care, elder care (PACE), HIV and sexual health (EPIC), and dementia support.

Full Life Care means caring for the whole person-body, mind, and spirit-with empathy and dignity. Our care goes beyond medicine to help people feel seen, supported, and valued at every stage of life.

At Empath Health, you'll find purpose, partnership, and possibility in a culture where compassion drives excellence and every team member helps make life's journey more meaningful.

Empath Health is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is Empath Health's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, Empath Health will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made Empath Health aware of his/her disability, unless doing so would cause an undue hardship to Empath Health. If you are