Telecommunications Specialist

32bjfunds

New York (NY)

On-site

USD 70,000 - 95,000

Full time

14 days+

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Job summary

32BJ Benefit Funds is seeking a Telecommunications Specialist to support voice, collaboration, and contact center platforms, including Cisco UCCX and Microsoft Teams Calling, as legacy systems transition to cloud-based services. You will provision users, troubleshoot issues, coordinate with carriers and vendors, and monitor performance to ensure reliable communications for our member base.

The role requires 2–5 years in IT/telecom support, a solid understanding of VoIP, and experience with

Qualifications

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 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 and policies.
Basic understanding of VoIP, SIP, and network concepts affecting voice quality.

Responsibilities

Maintain business telephony systems, including phones, voicemail, call routing, and related service requests.
Provide operational support for contact center platforms during transition to cloud-based services.
Assist with login issues, queue assignments, and call handling for contact center users.
Perform MACDs for telephony and contact center platforms.
Coordinate with carriers, vendors, and MSPs for support requests and issue resolution.
Monitor system alerts and elevate issues as appropriate.

Skills

Cisco UCCX

Microsoft Teams Calling

VoIP

Call routing

Cloud communications

Education

Associate degree in Computer Science or related field

Tools

Cisco Call Manager

UCCX

Finesse

Microsoft Teams

Azure

AWS

Dynamics 365

Job description

Job Code

L3026IT

Department Name

IT Infrastructure

Reports To

Senior Manager, Information Technology

FLSA Status

Exempt

Union Code

N/A

Management

About Us

Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 185,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

The Funds oversees and manages $11 billion of dollars in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people.

32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard‑working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.

Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A

Job Summary

Under the direction of the Senior Manager, Information Technology, the Telecommunications Specialist supports the organization’s voice, collaboration, and contact center platforms, including Cisco UCCX during transition, Microsoft Dynamics Contact Center, Genesys Cloud CX, Microsoft Teams Calling, and related telephony services. The role handles provisioning, troubleshooting, monitoring, vendor coordination, documentation, and operational support to maintain reliable communications as legacy systems transition to cloud-based platforms and managed carrier services

Essential Duties and 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.

Qualifications (Competencies)

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.
Experience working with IT ticketing systems and IT service management processes.
Experience coordinating with telecommunications carriers, vendors, and managed service providers for support requests and issue resolution.
Familiarity with Microsoft 365 environments and related collaboration technologies.
Basic understanding of network concepts affecting voice quality including latency, jitter, and packet loss.
Ability to troubleshoot technical issues, collect relevant diagnostic information, and elevate appropriately.
Strong customer service skills with the ability to communicate effectively with technical and nontechnical users.
Ability to multitask, prioritize work, and manage multiple requests in a fast-paced environment.
Strong organizational, analytical, and documentation skills.
Ability to work independently and collaboratively with Infrastructure, Help Desk, vendors, and business stakeholders.
Willingness and ability to learn new communication and contact center technologies as the organization modernizes its environment.
Experience supporting business-critical communication or contact center systems is preferred.

Soft Skills (Interpersonal Skills)

Strong customer-service orientation, clear communication, sound judgment, attention to detail, collaboration, adaptability, and the ability to manage competing priorities in a fast-paced support environment.

Education

Associate degree in Computer Science or a related field, or equivalent experience; 2–3 years of help desk or technical support experience preferred.

Language Skills

Speak, Read, Write and Understand English.

Reasoning Ability

High

Certificates, Licenses, Registrations

CompTIA A+ required; Network+ and relevant Microsoft certifications preferred.

Shift

Standard business hours, with after-hours, weekend, and on-call support as required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling
Over 2/3 of the time: Talking or Hearing
100% of the time: Using Hands

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.