Telecommunications Administrator

Position Title
Telecommunications Administrator
Location
Headquarters-Troy, MI
Job Summary
This position is responsible for the configuration, deployment, support, administration, monitoring and analysis of telecommunications systems and infrastructure supporting voice network services, voice telecommunications systems, software, and vendor performance related to voice communications systems and voice network services. Areas of responsibility include call center support, performance monitoring and reporting, operations management with vendors, local and remote hardware/software installations, system support and troubleshooting, upgrades, capacity planning, project management and coordination, disaster-recovery planning, and administration of dial plan. Responsible for successfully operating and maintaining company's voice communications systems and networked services at peak efficiency with minimal disruption.
Job Responsibilities:

• Perform system administration on enterprise telecommunications systems, including Cisco Unified Communications Manager, Cisco Unity voicemail, Cisco Presence, Cisco Unified Contact Center Enterprise, Noble Systems. Provide end user support by resolving telecommunications move/ add/ change requests and trouble tickets within established service levels, using ServiceNow as the management tool.
• Troubleshoot, analyze, and resolve telecommunications systems alarms and problems in accordance with enterprise-wide Service Level Agreements.
• Implement new telecommunications voice systems and voice network services, and upgrades to existing systems and services. Produce test plans for implementations and upgrades, and ensure quality by performing thorough testing. Participate in business continuity planning and testing.
• Apply knowledge of telecommunications voice technologies to identify and provide solutions for business needs.
• Assists in capacity planning and reporting, and operational system maintenance tasks including patching, and proactive resets and reboots to ensure maximum operational efficiency. Develop, document, and maintain configuration standards and operating procedures for telecommunications voice systems and voice network.
• Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Job Requirements:

• Bachelors Degree required
• 2+ years of related work experience OR Bachelor's degree plus internship in computer science related field.
• Cisco CCNA Voice/ Collaboration or CCNP Voice/ Collaboration certification preferred.
• Experience with MS Word, MS Excel, MS Access, MS Visio required. ITIL Foundation or other IT service management methodologies, Service Now preferred.
• Knowledge of Cisco Unified Communications, 10.x components.
• Knowledge of telecommunications management technologies and reporting systems.
• Experience with voice network design and working with telecommunications carriers. Working knowledge of T1, DS3, SIP, infrastructure wiring schemes, and other telecommunications services, protocols, and standards.
• Project coordination/project management skills.
• Interpersonal skills.
• Ability to clearly communicate complex technical concepts to non-technical end users.
• Clear and effective verbal and written communications skills.
• Analytical and problem solving skills.
• Attention to detail.
• Able to work independently and as a member of a team.