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.
Develop and maintain operational reports and dashboards.
Provide data extracts and reporting support to business stakeholders.
Serve as Tier 2/3 support for TCN-related issues.
Support integrations between TCN and CRM, workforce management, payment processing, and other business applications.
Ensure adherence to TCPA, FDCPA, HIPAA, PCI-DSS, and company security policies.

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.

Telephony System Administrator

Key skills