Telecommunications Administrator

Trinity Solar isseeking a skilled Telecommunications Administrator to support and maintain enterprise telephony and contact center systems. This role is responsible for administering VoIP and contact center platforms, managing call routing and user provisioning, supporting integrations, and troubleshooting telecom-related issues to ensure reliable communication across the organization.The ideal candidate has experience supporting contact center technologies such as NICE CXone, Salesforce telephony integrations, or similar platforms, and is comfortable working in a fast-paced technical environment. This role also supports the growing use of AI in customer experience, including automation, intelligent routing, and conversational tools that improve efficiency and service quality.ResponsibilitiesPlatform AdministrationManage user provisioning, licensing, call flows, routing profiles, and system configurationsMaintain telecom and contact center platforms (e.g., NICE CXone, Salesforce integrations, or similar tools)Ensure system reliability, uptime, and performance monitoringSupport & TroubleshootingTroubleshoot voice quality, connectivity, call routing, and platform issuesCoordinate with vendors and internal IT teams for escalations, outages, and upgradesSupport onboarding/offboarding processes for telecom and contact center usersIntegrations & AI SupportSupport integrations between telecom systems, CRM platforms, and third-party applicationsAssist with AI-enabled contact center tools such as virtual agents, chatbots, and intelligent routingHelp configure and maintain automation workflows within CX platformsReporting & OptimizationMaintain documentation, system inventory, and standard operating proceduresSupport reporting and analytics for call volume, performance, and customer experience metricsAssist in evaluating system performance and identifying opportunities for automation and improvementQualificationsRequired2+ years of experience in telecommunications, VoIP, or contact center supportExperience with contact center platforms (NICE CXone, Five9, Genesys, RingCentral, or similar)Familiarity with CRM telephony integrations (e.g., Salesforce)Strong troubleshooting and problem-solving skillsAbility to manage multiple priorities in a fast-paced environmentStrong communication and documentation skillsPreferredExperience with telecom reporting or analytics toolsExposure to AI-enabled contact center features (virtual agents, routing automation, agent assist tools)Certifications such as CCNA or CXone certifications a plus