Telephony & CCaaS Operations Lead

Equip; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Equip is seeking a Telephony & CCaaS Administrator to manage enterprise service center platforms, configure user provisioning, skills-based routing, and IVR workflows.

In this role you will provide daily production support, resolve incidents related to telephony, digital channels, call recordings, and platform access, and collaborate with cross-functional teams to document changes and support processes.

Qualifications

• Experience configuring CCaaS platforms and related telephony systems.
• Experience with IVR workflows and skills-based routing.
• Strong incident resolution and production support abilities.

Responsibilities

• Administer, configure, and maintain enterprise service center and CCaaS platforms, including user provisioning, skills-based routing, and IVR workflows.
• Provide daily production support and incident resolution for telephony, digital channels, call recordings, and platform access issues.
• Partner with cross-functional teams to design and deploy telephony configurations, execute change management and UAT, and maintain technical documentation.

Job description

Equip is seeking a Telephony & CCaaS Administrator to manage enterprise service center platforms, configure user provisioning, skills-based routing, and IVR workflows.

In this role you will provide daily production support, resolve incidents related to telephony, digital channels, call recordings, and platform access, and collaborate with cross-functional teams to document changes and support processes.