Unified Communications & Contact Center Architect

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

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.