UC & Call Center Administrator

**This position requires current, unrestricted authorization to work in the United States on a permanent basis. **

What You'll Be Doing:

The Systems Administrator, Unified Communications & Contact Center is responsible for the administration, maintenance, support, and continuous improvement of the organization's enterprise unified communications and contact center technologies. This role serves as the primary technical administrator for Microsoft Teams Phone, Amazon Connect, CallTower, Retarus fax services, and other enterprise communication platforms that support corporate operations, patient admissions, clinical teams, and treatment facilities nationwide.

Working closely with Infrastructure, Service Desk, Clinical Operations, Patient Admissions, Security, and third-party vendors, this individual ensures highly available, secure, and reliable voice communication services while supporting infrastructure modernization initiatives, troubleshooting complex technical issues, automating operational processes, and implementing new technologies that improve the teammate and patient experience.

Success in this role requires strong technical ownership, proactive communication, effective cross-functional collaboration, sound engineering judgment, and a commitment to documenting work, following through on commitments, and continuously improving both technology and operational processes.

The ideal candidate combines strong technical expertise with excellent analytical, troubleshooting, and customer service skills and is comfortable working across cloud and on-premises infrastructure in a healthcare environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Unified Communications & Contact Center Administration: Administers Microsoft Teams Phone, Amazon Connect, CallTower, Retarus, and other enterprise communication platforms. Configures, maintains, and supports telephony, contact center, auto attendant, call queue, voicemail, routing, enterprise fax, messaging, and related services to ensure secure, reliable, and highly available operations.
• Infrastructure Operations & Technical Support: Provides advanced Tier II/III support for unified communications and related infrastructure. Troubleshoots complex issues across Microsoft 365, Windows Server, Active Directory, networking, identity services, virtualization, and integrated enterprise systems. Participates in an after-hours on-call rotation for critical incidents, maintenance, and operational emergencies.
• Engineering, Automation & Continuous Improvement: Improves operational efficiency, service reliability, and user experience through infrastructure modernization, PowerShell scripting, workflow automation, process optimization, and the implementation of new technologies aligned with organizational goals.
• Cross-Functional Collaboration & Technical Leadership: Collaborates with Infrastructure, Service Desk, Clinical Operations, Patient Admissions, Information Security, vendors, and business stakeholders to design, implement, support, and improve enterprise communication services. Contributes engineering expertise, operational insight, and implementation recommendations during Technical Exchange Meetings (TEMs), project planning, technical reviews, architecture discussions, and other cross-functional initiatives.
• Operational Excellence & Service Ownership: Owns assigned systems and services by proactively identifying issues, communicating status and risks, following through on commitments, and driving problems to resolution. Contributes to incident, problem, change, and knowledge management processes aligned with ITIL best practices.
• Documentation & Knowledge Management: Creates and maintains accurate technical documentation, implementation procedures, standard operating procedures, operational runbooks, system diagrams, and knowledge articles to promote operational consistency, knowledge sharing, and business continuity.
• Professional Development: Keeps technical skills current through professional development, training, certifications, independent learning, and participation in organizational initiatives. Supports the continued growth and maturity of the Infrastructure & Operations team.

Education Requirements:

• Associates Degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent relevant professional experience and/or industry certifications. 
  (REQUIRED)
• Bachelor's Degree or higher in Information Technology, Computer Science, Information Systems, or a related field, or equivalent relevant professional experience and/or industry certifications.(PREFERRED)

Licenses and Certifications

• Relevant industry certifications, such as Microsoft Teams Administrator Associate (MS-700), Microsoft 365 Certified: Messaging Administrator Associate, AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, ITIL Foundation, or related Microsoft, AWS, Cisco, or VMware certifications. (PREFERRED)