[Remote] Phone System Administrator

Note: The job is a remote job and is open to candidates in USA. Sequium Asset Solutions, LLC is looking for a Phone System Administrator to manage their TCN cloud-based contact center platform. The role involves administering the platform, managing telephony services, and ensuring system reliability and compliance while collaborating with various teams.

Responsibilities

• 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
• Support call recording, retention, and retrieval processes
• Develop and maintain operational reports and dashboards
• Monitor KPIs such as call volume, abandonment rates, agent productivity, and campaign performance
• Provide data extracts and reporting support to business stakeholders
• Assist leadership with trend analysis and operational recommendations
• Serve as Tier 2/3 support for TCN-related issues
• Investigate and resolve platform, telephony, and integration issues
• Coordinate escalations with TCN support and third-party vendors
• Document incidents, root causes, and corrective actions
• Support integrations between TCN and CRM, workforce management, payment processing, and other business applications
• Assist with API-based integrations and data synchronization processes
• Participate in system upgrades, testing, and deployment activities
• Identify opportunities for process automation and efficiency improvements
• Ensure adherence to TCPA, FDCPA, HIPAA, PCI-DSS, and company security policies as applicable
• Manage user access reviews and audit requirements
• Support disaster recovery and business continuity planning
• Maintain system documentation and standard operating procedures

Skills

• 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
• Experience with TCN platform administration
• Experience in collections, customer service, healthcare, or BPO environments
• Knowledge of workforce management systems
• SQL reporting experience
• Power BI Visualization and Reporting
• Experience with cloud-based telephony platforms and contact center technologies
• ITIL or contact center technology certifications

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