Telecom Administrator & IT Support Specialist

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