Job Description

Trinity Solar is

seeking a skilled Telecommunications Administrator to support and maintain enterprise telephony and contact center systems. This role is responsible for administering VoIP and contact center platforms, managing call routing and user provisioning, supporting integrations, and troubleshooting telecom-related issues to ensure reliable communication across the organization.

The ideal candidate has experience supporting contact center technologies such as NICE CXone, Salesforce telephony integrations, or similar platforms, and is comfortable working in a fast-paced technical environment. This role also supports the growing use of AI in customer experience, including automation, intelligent routing, and conversational tools that improve efficiency and service quality.

Responsibilities:

Platform Administration

• Manage user provisioning, licensing, call flows, routing profiles, and system configurations
• Maintain telecom and contact center platforms (e.g., NICE CXone, Salesforce integrations, or similar tools)
• Ensure system reliability, uptime, and performance monitoring

Support & Troubleshooting

• Troubleshoot voice quality, connectivity, call routing, and platform issues
• Coordinate with vendors and internal IT teams for escalations, outages, and upgrades
• Support onboarding/offboarding processes for telecom and contact center users

Integrations & AI Support

• Support integrations between telecom systems, CRM platforms, and third-party applications
• Assist with AI-enabled contact center tools such as virtual agents, chatbots, and intelligent routing
• Help configure and maintain automation workflows within CX platforms

Reporting & Optimization

• Maintain documentation, system inventory, and standard operating procedures
• Support reporting and analytics for call volume, performance, and customer experience metrics
• Assist in evaluating system performance and identifying opportunities for automation and improvement

Qualifications

Required

• 2+ years of experience in telecommunications, VoIP, or contact center support
• Experience with contact center platforms (NICE CXone, Five9, Genesys, RingCentral, or similar)
• Familiarity with CRM telephony integrations (e.g., Salesforce)
• Strong troubleshooting and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication and documentation skills

Preferred

• Experience with telecom reporting or analytics tools
• Exposure to AI-enabled contact center features (virtual agents, routing automation, agent assist tools)
• Certifications such as CCNA or CXone certifications a plus