Empath Health is seeking a Telecom Administrator is responsible for the architecture, implementation, administration, and ongoing optimization of the organization's RingCentral unified communications and contact center platforms. This role serves as the primary technical owner of the voice and contact center environment and is responsible for ensuring reliable and scalable voice communications across the enterprise.

The Telecom Administrator designs and maintains enterprise voice solutions including telephony, messaging, video conferencing, and contact center functionality. The role requires deep technical expertise in VoIP technologies, call routing design, IVR architecture, and contact center operations. The Administrator works closely with business units, customer service teams, networking teams, and IT leadership to ensure that communication systems meet operational and customer engagement needs.

This role also serves as the primary escalation point for complex telephony and contact center issues and is responsible for driving improvements in system reliability, call flow efficiency, and user experience. The Senior Administrator is expected to lead projects, mentor junior staff, and contribute to long-term unified communications strategy

What you'll Do

• The Telecom Administrator is responsible for designing and maintaining the architecture of the organization's unified communications platform. This includes extension design, dial plans, call routing logic, and system-wide configuration standards. The Administrator ensures the environment is scalable, resilient, and aligned with business requirements.
• A major responsibility of this role is the design and administration of the organization's contact center environment. The Telecom Administrator is responsible for building and maintaining call queues, agent groups, routing profiles, and IVR structures that support customer engagement operations.
• The Telecom Administrator designs and maintains complex IVR systems and call routing structures. This includes building multi-level menus, configuring routing rules, and implementing time-based routing.
• The Telecom Administrator supports reporting and analytics capabilities within the contact center environment. This includes configuring reports, monitoring call metrics, and supporting operational reporting needs.
• The Telecom Administrator works closely with network Administratoring teams to ensure optimal voice performance. This includes verifying Quality of Service (QoS) configurations and ensuring network infrastructure supports reliable voice communications.

What You'll Need

Education:

• Bachelor's degree in Information Technology, Telecommunications, Computer Science, or related field preferred. Equivalent work experience may be considered in place of formal education.
• 5+ years of VoIP or unified communications experience
• 3+ years administering RingCentral

Certifications (Preferred) Preferred certifications may include:

• RingCentral certifications
• VoIP certifications
• Network+
• Security+
• ITIL Foundation