Position Title: Business Systems Administrator- VOIP

Department: Corporate Systems / IT Support

Reports To: Sr. Director, Corporate Systems

FLSA Status: Hourly, Non – Exempt

Location: US, Remote

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Overview

The Business Systems Administrator is responsible for the administration, support, and ongoing optimization of the company’s voice and communication systems. This role ensures reliable, secure, and scalable VoIP services while supporting broader business systems and integrations across the organization.

This individual will work closely with IT, network engineering, and business teams to maintain high availability of communication platforms, improve user experience, and drive modernization of enterprise communication tools.

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Key Responsibilities

VoIP / Telephony Systems (Primary Focus)

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- Administer and support enterprise VoIP platforms (e.g., SIP, cloud PBX, softphones, call routing, contact center solutions)

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- Manage user provisioning, extensions, call flows, auto attendants, and hunt groups

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- Monitor system performance, uptime, call quality, recordings, and reliability

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- Troubleshoot voice quality issues (latency, jitter, packet loss) in collaboration with network teams

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- Maintain and optimize call routing, IVR systems, and failover configurations

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- Coordinate with telecom vendors and carriers for support, changes, and escalations, license renewals/upgrades

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- Manage number provisioning, porting, and telecom inventory

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- Integrating VoIP with CRM or support systems (Salesforce, Zendesk, etc.)

Business Systems Administration

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- Support and maintain corporate SaaS applications and communication tools

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- Assist in integrations between VoIP systems and other platforms (CRM, ticketing,



collaboration tools)

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- Participate in system upgrades, rollouts, and migrations

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- Maintain system documentation, SOPs, and user guides

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- Assist with automation and process improvements across business systems

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Operations & Support

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- Serve as a tier 2 escalation point for communication and telephony issues

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- Analyze trends and recommend improvements to enhance reliability and user experience

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- Participate in on-call or after-hours support as needed for critical systems

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Security & Compliance

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- Ensure systems comply with internal security policies and regulatory requirements

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- Support patching, access control, and system hardening efforts

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- Assist with audit readiness and documentation for voice and communication systems

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Skills & Abilities

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- Strong understanding of VoIP technologies (SIP, RTP, QoS, call routing)

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- Experience with cloud-based communication platforms (e.g., Teams Phone, RingCentral, Zoom Phone, etc.)

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- Strong scripting skills (PowerShell, Python, Bash)

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- Strong knowledge of Entra ID, Intune, Azure VDIs, M365, SSO/SAML

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- Solid networking knowledge (DNS, DHCP, VLANs, firewalls, QoS)

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- Strong troubleshooting and analytical skills

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- Ability to manage vendors and external service providers

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- Strong communication skills with both technical and non-technical stakeholders

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- Experience with system integrations and APIs is a plus

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Education & Experience

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- Bachelor’s degree in Information Technology or related field (or equivalent experience)

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- 3–5+ years of experience in VoIP, telecom, or unified communications administration

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- Experience supporting enterpris

📌 Remote Business Systems Administrator- VoIP (San Isidro)
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