Job Description

Job Description

Job Description

Job Code
L3026IT

Department Name
IT Infrastructure

Reports To
Senior Manager, Information Technology

FLSA Status
Exempt

Union Code
N/A

Management
No

About Us:

Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 185,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

The Funds oversees and manages $11 billion of dollars in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people.

32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.

Please take a moment to watch our video to learn more about our culture and contributions to our members:  youtu.be/hYNdMGLn19A

Job Summary:

Under the direction of the Senior Manager, Information Technology, the Telecommunications Specialist  supports the organization’s voice, collaboration, and contact center platforms, including Cisco UCCX during transition, Microsoft Dynamics Contact Center, Genesys Cloud CX, Microsoft Teams Calling, and related telephony services. The role handles provisioning, troubleshooting, monitoring, vendor coordination, documentation, and operational support to maintain reliable communications as legacy systems transition to cloud-based platforms and managed carrier services

Essential Duties and Responsibilities:

• Maintain business telephony systems, including phones, softphones, voicemail, call routing, and voice-related service requests.

• Provide operational support for contact center platforms including Cisco UCCX/Finesse during transition, Microsoft Dynamics Contact Center, and Genesys Cloud CX. 

• Support contact center users with login issues, queue assignments, call handling, and related service requests.

• Perform user provisioning activities including moves, adds, changes, and deletions (MACDs) for telephony and contact center platforms.

• Coordinate with carriers, managed service providers, and vendors on service requests, troubleshooting, equipment replacement, and escalations.

• Assist with call flow validation, queue configuration updates, phone setup, and testing activities related to voice and contact center systems. 

• Monitor system alerts, dashboards, and notifications related to voice and contact center services and escalate issues as appropriate.

• Assist in troubleshooting call quality issues including poor audio quality, dropped calls, latency, and connectivity issues by collecting logs, metrics, and related information.

• Administer Microsoft Teams Calling and related voice services, including user configuration, number assignment, call policies, voicemail, call routing, and troubleshooting.

• Support cloud-based communication and collaboration services including Microsoft Teams telephony integrations and related voice services. 

• Track incidents, requests, and changes within the IT service management system and ensure requests are properly documented and followed through to resolution.

• Maintain telephony and contact center documentation, including configurations, procedures, inventory, and support processes.

• Assist with routine maintenance, testing, validation, and operational readiness activities for voice and contact center platforms. 

• Support onboarding and offboarding activities related to telephony devices, contact center users, voicemail, and related communication services. 

• Coordinate and communicate with Infrastructure, IT Support Team, vendors, and business stakeholders regarding service issues, outages, planned maintenance, and support activities. 

• Assist the IT Support Team as needed and deliver excellent customer service to end users. 

• Learn and support modern cloud-based communication and contact center technologies utilized by the organization.

• Perform other related duties as assigned. 

• Provide support after hours, on weekends, and through on-call rotation as required. 

Qualifications (Competencies):

• Minimum 2–5 years of experience in IT technical support, telecommunications support, unified communications, or contact center operations.

• Experience supporting enterprise voice and VoIP environments including phones, voicemail, softphones, and call routing.

• Exposure to Cisco telephony and contact center technologies such as Cisco Call Manager, UCCX, and Finesse preferred.

• Experience administering Microsoft Teams Calling or similar cloud voice platforms, including user provisioning, number assignment, policies, voicemail, and call routing, preferred.

• Basic understanding of VoIP, SIP, telephony concepts, and call routing fundamentals.

• Experience working with IT ticketing systems and IT service management processes.

• Experience coordinating with telecommunications carriers, vendors, and managed service providers for support requests and issue resolution.

• Familiarity with Microsoft 365 environments and related collaboration technologies.

• Basic understanding of network concepts affecting voice quality including latency, jitter, and packet loss.

• Ability to troubleshoot technical issues, collect relevant diagnostic information, and escalate appropriately.

• Strong customer service skills with the ability to communicate effectively with technical and nontechnical users.

• Ability to multitask, prioritize work, and manage multiple requests in a fast-paced environment.

• Strong organizational, analytical, and documentation skills.

• Ability to work independently and collaboratively with Infrastructure, Help Desk, vendors, and business stakeholders.

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