Cisco Telephony

Cisco Telephony Support Jobs

3 jobs found

17d ago

Telecom Administrator & IT Support Specialist

National Employee Benefits Administrators, Inc. (NEBA) Pembroke Pines, FL

Pembroke Pines, FL

17d ago

Full time Administrative Support Cisco Telephony Cloud Platforms

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Job Description

This onsite role administers NEBA's Nextiva phone system and Nextiva Contact Center, ensuring reliability, data integrity, and alignment with operations while serving as the primary escalation point and IT support.

Responsibilities

Act as the main administrator and technical steward for both the Nextiva Phone System and the Nextiva Contact Center, owning end-to-end configurations including users, devices, campaigns, queues, IVR and auto-attendant flows, agent profiles, skill assignments, and workflow designs.
Develop new configurations from scratch, update existing ones, and ensure both services stay current with operational needs.
Document every configuration change in a version-controlled log, routinely audit active setups for accuracy, and test changes in a controlled environment before deployment, per policy.
Serve as the primary escalation contact for platform issues to Nextiva Technical Support and the carrier; maintain and update TTS and recorded prompts to reflect menu changes and language requirements.
Provision, configure and maintain user accounts, extensions, desk phones, handsets, and Nextiva softphone/mobile apps, including device deployment, registration, replacement, and troubleshooting.
Handle moves, adds and changes tied to onboarding, offboarding and role changes, provisioning and decommissioning phones, extensions, and voicemail promptly and accurately.
Design and maintain auto-attendants, business hours, holiday schedules, hunt groups, ring groups, and non-call-center call flows.
Manage voicemail boxes, voicemail-to-email, call forwarding, and related user features.
Maintain DID/number inventory, E911 address registration, and number porting in coordination with the carrier and Nextiva.
Provide first-line support for desk phones, softphones, and call-quality issues, escalating as needed to Nextiva or the carrier.
Review and optimize Skills-Based Routing to connect callers with the right agent with minimal wait times.
Configure queues, routing and callbacks to support service level goals, monitor real-time metrics, and surface issues for staffing decisions.
Support bilingual IVR logic (English and Spanish), including language-based routing, voicemail separation and localized prompts.
Manage return of voicemails and requested callbacks as Work Items for agents during lower inbound volumes.
Maintain real-time presence on queue dashboards, identify bottlenecks, and escalate or reroute calls as necessary during business hours.
Ensure contact list metadata maps correctly from database uploads to the agent interface.
Design and maintain On-Screen Dynamic Surveys that adapt by fund ID and language to guide agents through appropriate flows based on skill and queue.
Verify that data captured in Nextiva/Thrio surveys is accurately recorded for KPI and operational reporting.
Review call dispositions to ensure outcomes yield clean data tied to KPIs; monitor patterns and surface issues for root-cause analysis.
Identify repeat caller patterns and report findings with remediation recommendations to operations leadership.
Set up automated alerts for SLA breaches, queue overflows, and agent availability thresholds to enable proactive response.
Monitor voice operations during business hours, tracking agent states, call quality, queue health, and system status.
Serve as the first escalation point for routing failures, IVR or auto-attendant errors, device issues, or live-call anomalies.
Collaborate with managers to align routing and configuration with staffing and volume patterns for informed decisions.
Maintain a daily operational log of changes, incidents, and queue performance; communicate updates during shift handoffs.
Provide training and ongoing technical enablement to department managers on platform use, supervisor dashboards, and reporting.
Develop and maintain training materials and documentation for employee reference.
Identify opportunities to enhance routing, queue performance, and system configuration through cross-team collaboration and automation.
Partner with internal teams to design and implement automation that improves efficiency, controls, risk, and the caller experience.
Develop test plans, validate results, and support user acceptance testing to ensure new configurations and automations are implemented correctly.
Keep standard operating procedures and training materials up to date to promote consistency and excellence.
Prioritize telecom administration while also supporting general IT workflows during periods of normal telephony volume.
As part of the IT support team, triage and resolve Tier 1 and 2 hardware, software, and network endpoint issues using the company ticketing system.
Assist with onboarding and offboarding, including workstation setup and application configuration alongside phone systems.
Troubleshoot office peripherals, network connectivity, and productivity tools such as Microsoft Office and CRM software.
Balance Help Desk ticket volume with real-time platform monitoring to meet internal service levels.

Requirements

High school diploma or equivalent required.
At least 2 years of hands-on cloud phone system and contact center administration experience (Nextiva, Thrio, or similar platforms) preferred.
Experience with UCaaS and CCaaS administration, including provisioning users and devices, auto-attendants, hunt groups, SBR, IVR design, queue/SLA management, call dispositions, and voice data integrity.
Solid understanding of VoIP, SIP trunking, E911, and how cloud phone systems interact with carrier networks.
Familiarity with BI/reporting tools such as Google Looker for dashboards and performance reports preferred.
Proficient in Microsoft Office Suite; ability to learn NEBA’s contact center, CRM and business systems.
Experience in multi-employer benefit fund or trust environment preferred.
Strong analytical, organizational, problem-solving, communication and interpersonal skills with attention to detail; ability to manage multiple priorities and real-time events; collaborate effectively; deliver accurate results.
Proven ability to design and troubleshoot bilingual English/Spanish IVR and auto-attendant paths, including prompt recording and voicemail separation.
Hands-on experience provisioning and supporting physical desk phones (Poly, Cisco, Yealink) and softphone/mobile clients.
Ability to exercise sound judgment, maintain confidentiality, mitigate operational risks, adapt to changing needs, and leverage automation.
Ability to balance employee phone experience with the caller journey and adopt a CX design mindset.
Capability to diagnose and resolve device, audio latency, API failure, or routing logic issues independently, escalating as needed.
Comfort with live operations, monitoring, triage, and proactive responses while managing configuration projects.
Ability to translate complex platform concepts for non-technical leaders; focus on results and continuous improvement.

Technologies

Nextiva Phone System
Nextiva Contact Center
Nextiva softphone
Nextiva mobile applications
Google Looker
Microsoft Office Suite
Poly desk phones
Cisco desk phones
Yealink desk phones
Text-to-Speech

Benefits

401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance

Physical Demands

Ability to sit for extended periods and move throughout the day
Ability to navigate different facilities and tolerate inclement weather
Good hearing and eyesight, dexterity
Clear speaking and listening skills
Focus on detail in focused work
Operate office equipment including computers, copiers, faxes, and phones
Interact with others in person and via phone, email, and written communications
May lift up to 25 pounds

Application Questions

What is your salary requirement?

Location: Pembroke Pines, FL 33028 (Preferred)

Ability to commute: Pembroke Pines, FL 33028 (Required)

Work location: In person

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1mo ago

Technical Support Representative - Advanced Tier 2/3

Cynergy Technology Longview, TX

Longview, TX

1mo ago Closed

$60k+/yr Full time Active Directory Cisco Cisco Telephony

This position is no longer accepting applications (closed Jul 3, 2026).

Job Description

Cynergy Technology is seeking a Technical Support Representative at the Advanced Tier 2/3 level to join its on-site team in Longview, Texas. The role centers on analyzing customer business needs, designing, implementing, and supporting network solutions across multiple architectures, while managing projects around installations and upgrades. You will also mentor colleagues, transfer knowledge, and act as a link between technology and business partners to ensure support aligns with the organization’s strategic direction.

Responsibilities

Design, specify, configure, install, and maintain LAN, WAN, and Wi-Fi infrastructure, including hardware, software, and telecommunications services such as PCs, system software, applications, printers, servers, routers, switches, wireless devices, cabling, and dedicated Internet access.
Provide routine after-hours maintenance and emergency support to keep networks secure and available.
Create and manage network user accounts, user environments, directories, and security attributes.
Set up and troubleshoot communications among computers, networks, data switches, printers, and other network and wireless resources.
Ensure compliance with policies for hardware/software acquisition, user support, security, and data backup.
Develop and maintain documentation for all network administration processes and duties performed by network staff.
Test and evaluate software and hardware; stay informed about current networking trends.
Collaborate with Cynergy Technology management to establish and communicate standards for network, PCs, and data security.
Mentor less experienced staff through informal channels.
Identify areas for internal process improvements and propose workable solutions.
Maintain a customer-service orientation and communicate effectively with end-users and teammates.

Requirements

Knowledge of installing, maintaining, troubleshooting, and repairing a range of end-user and network operating systems.
Proficiency with Windows Server Operating Systems 2008 and 2012.
Ability to prioritize, assign, review, and evaluate work.
Ability to manage multiple projects, perform systems analysis, and plan/organize in a timely manner.
Skill in assessing hardware and software needs for departments and end users.
Strong written and verbal communication for developing reports.
Effective oral and written communication with all levels of management and external agencies to coordinate and implement departmental applications.
Self-starter with the capacity to work independently or as part of a team.
Ability to establish and maintain productive working relationships with colleagues and stakeholders.
Ability to evaluate training needs and set objectives for technical staff.
Ability to diagnose and resolve complex technical problems.
VoIP and advanced wireless experience is a plus.
Virtualization experience with VMware and Hyper-V, as well as VDI solutions, is a plus.
Microsoft or other industry certifications are preferred (Cisco).

Technologies

Windows Server Operating Systems 2008 and 2012
VoIP
Advanced wireless
VMware
Hyper-V
VDI
Cisco certifications

Benefits

Health insurance
Paid time off

Physical Requirements and Work Environment

The role involves moderately heavy work in an office setting, including frequent standing, stooping, walking, sitting, and lifting up to 50 pounds during a typical day. Cynergy Technology maintains a drug- and alcohol-free workplace through mandatory pre-employment drug testing.

Minimum Preferred Qualifications

Bachelor’s degree in Computer Information Systems from an accredited college or university, with two to four years of experience installing computer networking and communications equipment, or an equivalent combination of training and experience.
A valid Texas driver’s license is required.

Work Remotely

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2mo ago

Technical Support Specialist

Isgf Miami, FL

Miami, FL

2mo ago Closed

$25 - $32/hr Contract Application Support Cisco Telephony Citrix

This position is no longer accepting applications (closed Jul 2, 2026).

Job Description

Isgf is seeking a Level II Technical Support Specialist to support a premier professional services client in Miami. This onsite contract role focuses on delivering high-level hardware and software support within a demanding enterprise environment, including end-user assistance for desktops, laptops, and VoIP telephony, as well as imaging, installations, software updates, and routine maintenance. The position carries an hourly rate of $25 to $32 and requires a bachelor’s degree or equivalent professional experience, with a minimum of two years in technical support.

Responsibilities

Resolve issues related to hardware, software, mobile devices, and network connections
Provide end-user support for desktops, laptops, and VoIP systems
Perform imaging, installations, software updates, and routine maintenance
Troubleshoot and support Windows-based systems, Microsoft Office applications, and remote access tools
Maintain inventory and asset tracking; assist with office moves, hardware upgrades, and vendor coordination
Manage hardware warranty claims and document service requests in ITSM platforms

Requirements

Bachelor's degree or equivalent professional experience
2+ years of technical support experience in a high-demand corporate environment
Proficiency in Windows 10, Microsoft Office Suite, Citrix, VoIP, and mobile device support (iOS/Android)
Experience with enterprise imaging and troubleshooting business-critical applications

Technologies

Windows 10
Microsoft Office Suite
Citrix
VoIP
iOS
Android
Adobe Acrobat
SCCM
iManage
Cisco Telephony

Benefits

Dental insurance
Health insurance

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Cisco Telephony Support Jobs

Telecom Administrator & IT Support Specialist

Technical Support Representative - Advanced Tier 2/3

Technical Support Specialist

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