Sr. Telephony Administrator at Support Services Group Mexico

The Senior Telephony Administrator is a primary resource responsible for mission-critical telephony systems, including call servers, recording servers, ASR/TTS servers, contact center management servers, and VoIP endpoint devices. The Senior Telephony Administrator is required to be well versed in a variety of hardware and software, network and security protocols, Linux server administration and other general IT administrative functions – with a key focus on customer service and ensuring maximum system uptime for enterprise-wide communication systems. The Senior Telephony Administrator is also involved in providing oversight and management of junior-level IT resources. Responsibilities include but are not limited to the following:

• Maintain, configure and support Asterisk based Open-Source Telephony servers.
• Maintain, configure and support Loway QueueMetrics Contact Center Queue Management and Call Delivery Platform
• Maintain, configure and support OrekaTR call recording platform
• Maintain, configure and support Lumenvox Automated Speech Recognition and Text to Speech engine, using English, Spanish and French voice modules
• Maintain, configure and support Omni-Channel platforms, include but are not limited to the following: SingleComm, InConcert, LiveVox.
• Maintain, configure and support blended Microsoft / Open-Source infrastructure, including, but not limited to MS Windows Server 2012 and later, CentOS 6/7/8, and RHEL
• Perform scheduled maintenance operations during off hours
• Maintain and Configure Web (Apache/Nginx) and FTP servers
• Develop training materials and procedures, or train users in the proper use of hardware or software
• Answer after-hours night or weekend support calls as part of a rotating schedule

Required Qualifications and skills

• Bachelor’s degree or higher in Computer Science, Information Technology, or other related field, or 5+ years related industry experience
• Linux+ Certification is preferred
• Asterisk Certification is preferred
• 3+ years VoIP telephony administration experience
• 2+ years server and networking experience
• Deep understanding of TCP/IP and SIP protocols
• Broad understanding of infrastructure technologies
• Knowledge of SQL, MYSQL and Cassandra databases
• Familiarity with common telephony and networking terms
• Knowledge and experience with LAN/WAN systems, VoIP PBX servers, and related applications
• Strong written and verbal communication skills
• 100% Bilingual, written and spoken English for professional level.
• Ability to provide remote office/branch support