The Telecom Support Specialist II is responsible for advanced planning, administration, and implementation of telecommunications and call center services. This role provides advanced technical support for cloud-based telephony platforms and enterprise contact center environments, ensuring stable, scalable, and high-quality voice and digital customer interactions.
Key focus areas include:
Supporting and enhancing cloud-based telephony, VOIP, CTI, and API integrations
Monitoring telecom and contact center platforms for performance, capacity, and reliability
Analyzing call routing, dialer, and contact center data to identify improvement opportunities
Supporting integrations with CRM and enterprise systems
Ensuring telecom configurations comply with IT policies, security, and operational standards