[Remote] Phone System Administrator
Note: The job is a remote job and is open to candidates in USA. Sequium Asset Solutions, LLC is looking for a Phone System Administrator to manage their TCN cloud-based contact center platform. The role involves administering the platform, managing telephony services, and ensuring system reliability and compliance while collaborating with various teams.
Responsibilities
- Administer and maintain the TCN contact center platform
- Configure inbound and outbound calling campaigns
- Manage skills, queues, routing rules, IVRs, and call flows
- Provision and deprovision users, roles, and permissions
- Maintain system settings, business hours, and dialing configurations
- Ensure platform configurations align with operational and compliance requirements
- Manage DID numbers, caller ID configurations, and SIP connections
- Coordinate telecommunications changes and carrier-related activities
- Monitor call quality and troubleshoot telephony issues
- Support call recording, retention, and retrieval processes
- Develop and maintain operational reports and dashboards
- Monitor KPIs such as call volume, abandonment rates, agent productivity, and campaign performance
- Provide data extracts and reporting support to business stakeholders
- Assist leadership with trend analysis and operational recommendations
- Serve as Tier 2/3 support for TCN-related issues
- Investigate and resolve platform, telephony, and integration issues
- Coordinate escalations with TCN support and third-party vendors
- Document incidents, root causes, and corrective actions
- Support integrations between TCN and CRM, workforce management, payment processing, and other business applications
- Assist with API-based integrations and data synchronization processes
- Participate in system upgrades, testing, and deployment activities
- Identify opportunities for process automation and efficiency improvements
- Ensure adherence to TCPA, FDCPA, HIPAA, PCI-DSS, and company security policies as applicable
- Manage user access reviews and audit requirements
- Support disaster recovery and business continuity planning
- Maintain system documentation and standard operating procedures
Skills
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience
- 3+ years of contact center platform administration experience
- Experience administering TCN or similar cloud contact center platforms
- Strong understanding of VoIP, SIP, IVR, ACD, and call routing concepts
- Experience with reporting tools and data analysis
- Knowledge of CRM integrations and API functionality
- Strong troubleshooting and problem-solving skills
- Excellent communication and documentation skills
- Experience with TCN platform administration
- Experience in collections, customer service, healthcare, or BPO environments
- Knowledge of workforce management systems
- SQL reporting experience
- Power BI Visualization and Reporting
- Experience with cloud-based telephony platforms and contact center technologies
- ITIL or contact center technology certifications
Company Overview