Unlock New Opportunities

Upload Your Resume and Get Discovered by Leading Employers

Create a Free Account

Telephony Administrator / Engineer

InstantServe LLC • Atlanta, GA, United States • 1d ago

Title: Telephony Administrator / Engineer
Location: Atlanta, GA
Key Responsibilities:
Administer and support Amazon Connect for Watershed Call Center agents, including call flows, routing profiles, and Lambda integrations
Configure and manage Calabrio One suite: WFM, Quality Monitoring, Analytics, and Reporting
Maintain and optimize omnichannel communication tools (voice, chat, email, SMS)
Integrate contact center systems with CRM platforms (e.g., Salesforce, ServiceNow) and third-party APIs
Monitor infrastructure and troubleshoot call routing, IVR, dashboards, and service quality
Analyze call center metrics and suggest performance and cost optimization strategies
Collaborate with IT teams, Atlanta 311 Customer Service, and vendors on projects and enhancements
Ensure data security and compliance across all communication systems
Manage system upgrades, patches, and new feature rollouts with minimal business disruption
Create and maintain detailed documentation (system configs, SOPs, troubleshooting guides)
Required Qualifications:
Bachelor's degree in IT, Computer Science, or equivalent experience
3-5 years' experience in telephony or contact center engineering
Proven skills in Amazon Connect configuration and AWS services (Lambda, S3, CloudWatch)
Experience with Calabrio One Suite (WFM, AQM, Analytics)
Strong knowledge of contact center operations and omnichannel tools
Familiarity with VoIP/SIP , call quality tools, and telephony monitoring
API integration experience and understanding of SSO/IAM identity management
Strong analytical, troubleshooting, and documentation skills
Preferred Qualifications:
AWS certification (e.g., Cloud Practitioner or Solutions Architect - Associate)
Experience with CCaaS platforms and workforce management tools
Understanding of ITIL principles and platforms like ServiceNow

Related Jobs

Produce Clerk

Sprouts Farmers Market • Part-time • Atlanta, GA, US • 2h ago

Retirement Plan Paid Time Off

Job Introduction: Does collaborating with a team to deliver the finest produce presentation sound exciting? Does working in the most popular department sound like a challenge you want to take on? Does teaching and showin...

2h ago

Apply

Local Contract CT Technologist - $57 per hour

Stability Healthcare • Contractor • Atlanta, GA, United States • 2h ago

Healthcare & Pharmaceutical Paid Time Off

Stability Healthcare is seeking a local contract CT Technologist for a local contract job in Atlanta, Georgia. Job Description & Requirements Specialty: CT Technologist Discipline: Allied Health Professional Duration...

2h ago

Apply

Travel CT Scan Technologist - $2,622 per week

Ardor Health Solutions • Travel • Duluth, GA, United States • 2h ago

Paid Time Off Health Insurance

Ardor Health Solutions is seeking a travel CT Technologist for a travel job in Duluth, Georgia. Job Description & Requirements Specialty: CT Technologist Discipline: Allied Health Professional Start Date: 09/22/2025...

2h ago

Apply

Travel CVOR Surgical Technologist - $2,559 per week

Ardor Health Solutions • Travel • Atlanta, GA, United States • 2h ago

Healthcare & Pharmaceutical Travel Healthcare Paid Time Off Health Insurance

Ardor Health Solutions is seeking a travel CVOR Technologist for a travel job in Atlanta, Georgia. Job Description & Requirements Specialty: CVOR Technologist Discipline: Allied Health Professional Start Date: 01/05/...

2h ago

Apply

Travel CT Radiology Technologist - $2,622 per week

Ardor Health Solutions • Travel • Duluth, GA, United States • 2h ago

Healthcare & Pharmaceutical Travel Healthcare Paid Time Off Health Insurance

2h ago

Apply