The Telecommunications Administrator is responsible for the administration, configuration, and maintenance of all telecommunications systems supporting Howard University Hospital.
Compensation
Compensation Range: $79,200 - $88,000
Responsibilities
Manage and maintain the hospital’s telecommunications systems, including VoIP, PBX, voicemail, call recording, and call center applications.
Configure and optimize SIP trunks, call routing, dial plans, and extensions to meet departmental needs.
Monitor system performance, perform diagnostics, and resolve issues to ensure maximum uptime and call quality.
Apply firmware updates, patches, and backups in accordance with change management procedures.
Serve as the primary liaison with telecommunications vendors and service providers for installation, troubleshooting, upgrades, and service-level compliance.
Requirements
Bachelor’s degree in Telecommunications, Information Technology, Computer Science, or a related field
Nice to have: Cisco CCNA Collaboration or Voice
Nice to have: Avaya Certified Implementation Specialist
This role is part of the Global Voice Services function and is responsible for transforming business and operational requirements into intuitive voice and conversational flows. The position designs, develops, integrates, tests, deploys, and supports solutions across Interactive Voice Response (IVR), Intelligent Virtual Assistant (IVA), and contact center platforms.
Responsibilities
Design and configure IVR call flows, menus, prompts, routing logic, queue treatments, business-hours rules, and transfer paths across contact center platforms.
Design, develop, and maintain IVA applications using natural language processing, conversational AI, and automation technologies.
Create and maintain solution designs, call-flow diagrams, conversation designs, and support technical documentation.
Integrate IVR and IVA solutions with APIs, CRM platforms, telephony services, databases, authentication services, and other enterprise or third-party systems.
Translate business and operational use cases into customer-focused call flows, intents, entities, dialogue paths, exception handling, and escalation journeys.
Senior Quality Assurance Analyst providing system analyst leadership for pillar systems such as Interactive Voice Response (IVR), Computer telephony integration (CTI), Automatic Call Distributor (ACD), call routing and queuing, customer case management systems, Softphone, call analytics and reporting platforms.
Responsibilities
Responsible for the daily management and operation of systems, ensuring we meet and exceed our goals
Monitors systems performance and executes optimizations to drive revenue in a cost-efficient manner
Identifies and executes optimization opportunities
Troubleshoots problems and performance issues and escalates same as required to continually drive productivity
Professionally communicates status and resolutions of issues in a timely manner
Director of Contact Center Operations responsible for strategic relationships, process excellence, budget management, and team performance in a large inbound contact center.
Responsibilities
Foster and maintain positive working relationships with other operational areas
Continuously develop and lead projects related to Servicing, IVR, Technology infrastructure
Develop and manage the department’s strategic business plan and budget
A technical guide dedicated to handling and resolving complex customer issues and supporting premium solution offers, focusing on omnichannel architectures, voice, and video.
Responsibilities
Independently handle complex customer issues by building detailed lab setups to duplicate problems and submitting precise bug reports and critical issues to Engineering.
Build and maintain strong customer relationships, taking full ownership of their success and providing guidance on enhancement solutions.
Develop scripts and documentation to build intellectual capital and use AI-assisted automation tools to increase the speed and quality of issue resolution.
Mentor others and provide strategic influence across teams.
Requirements
Bachelor’s degree
Master’s degree
Nice to have: Webex Contact Center (WxCC)
Nice to have: Cisco Unified Contact Center Express/Enterprise (UCCX/UCCE)
Responsible for effective design, administration, configuration, installation, provisioning, monitoring and troubleshooting to ensure availability, capacity and performance of Contact Center systems.
Compensation
Pay Range: $96,110.00 - $153,777.00
Responsibilities
Design, install and configure systems for the telecommunications infrastructure
Implement highly available solutions to minimize repair and recovery efforts
Perform daily monitoring, performance tuning and optimization
Document Standard Operating Procedures for system administration
Troubleshoot and provide root cause analysis of complex system and user issues
Requirements
Bachelor's Degree with a technical major, such as engineering or computer science or equivalent years of experience
Nice to have: GCX-GCP Genesys Cloud CX Certified Professional
Nice to have: GCX-GCD Genesys Cloud CX Certified Developer
Nice to have: GCX-ARC Genesys Cloud Architect Certification
Nice to have: GCP-GC Genesys Cloud Certified Professional
Connex is seeking an experienced Bilingual Amazon Connect Engineer to design, develop, and support cloud-based contact centre solutions using Amazon Connect and AWS technologies.
Responsibilities
Design, configure, and maintain Amazon Connect contact centre solutions.
Develop and optimize contact flows, routing profiles, queues, and IVR systems.
Build integrations using AWS Lambda, Amazon Lex, API Gateway, and other AWS services.
Implement automation, reporting, and monitoring solutions.
Troubleshoot Amazon Connect issues and provide ongoing technical support.
Technical Consulting EngineerCisco · Mexico City, Mexico-ai.png)
Bilingual Amazon Connect EngineerConnex Telecommunications Inc. · Richmond Hill, Canada