Telecom Administrator

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 Administratoringteams to ensure optimal voice performance. This includes verifying Quality of Service (QoS) configurations and ensuring network infrastructure supports reliable voice communications.

Why Join Empath Health?

• Earn Competitive Pay: Your skills and contributions are recognized and rewarded.
• Benefits & Wellness: Medical, dental, vision, life insurance, retirement with company match, plus wellness programs to support your mind and body.
• Industry-Leading PTO: 5+ weeks to rest, recharge, and live your Full Life.
• Grow Your Career: CEU support, tuition reimbursement, and advancement opportunities.
• Make a Difference: Join a mission-driven team dedicated to kindness, compassion, and Full Life Care for All.

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

Unified in empathy, we serve our communities through extraordinary Full Life Care for All.

Empath Health is a not-for-profit healthcare organization providing Full Life Care through a connected network of services across Florida-including hospice, home health, grief care, geriatric primary care, elder care (PACE), HIV and sexual health (EPIC), and dementia support.

Full Life Care means caring for the whole person-body, mind, and spirit-with empathy and dignity. Our care goes beyond medicine to help people feel seen, supported, and valued at every stage of life.

At Empath Health, you'll find purpose, partnership, and possibility in a culture where compassion drives excellence and every team member helps make life's journey more meaningful.

Empath Health is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is Empath Health's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, Empath Health will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made Empath Health aware of his/her disability, unless doing so would cause an undue hardship to Empath Health. If you are an applicant and need a reasonable accommodation when applying for job opportunities within Empath Health or to request a reasonable accommodation to utilize Empath Health's online employment application, please contact HRTalentAcquisition@EmpathHealth.org.

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