Position Purpose
The Telecom Administrator & IT Support Specialist is the overall administrator for NEBA’s complete Nextiva voice environment, covering both the Nextiva Phone System (physical phones, users, extensions, voicemail and non-call-center call handling) and the Nextiva Contact Center (formerly Thrio). The role owns configuration, monitoring and continuous improvement across both services including safeguarding reliability and call-data integrity, supporting service level goals through sound configuration and visibility, and partnering with department managers, IT, Nextiva support and carrier liaisons to align the platform with operational needs and mitigate risk.
Essential Functions
To be successful in this role, an individual must be able to perform in an exceptional manner the functions listed below. We will make reasonable accommodations to enable individuals with disabilities to perform these functions.
Platform Ownership & Administration
● Serve as the primary administrator and technical steward across both the Nextiva Phone System and the Nextiva Contact Center, assuming end-to-end ownership of all platform-level configurations including users, devices, campaigns, queues, IVR and auto-attendant flows, agent profiles, skill assignments and workflow designs.
● Build new configurations from scratch, edit existing ones, and ensure all components across both services remain current and aligned with operational requirements.
● Document all configuration changes in a version-controlled log, audit active configurations regularly for accuracy, and test changes in a controlled environment prior to deployment, in compliance with organizational policies and procedures.
● Serve as the primary point of contact for escalating platform issues to Nextiva Technical Support and the carrier; maintain and update Text-to-Speech (TTS) and recorded prompts to reflect current menu structures, language requirements and system changes.
Phone System Administration
● Provision, configure and maintain user accounts, extensions, physical desk phones/handsets and the Nextiva softphone and mobile applications, including device deployment, registration, replacement and troubleshooting.
● Administer moves, adds and changes (MACs) tied to employee onboarding, offboarding and role changes, ensuring phones, extensions and voicemail are provisioned and decommissioned promptly and accurately.
● Build and maintain auto-attendants, business-hours and holiday schedules, hunt and ring groups, and call-flow logic for non-call-center departments.
● Manage voicemail boxes, voicemail-to-email, call forwarding and related user-level features.
● Maintain DID/number inventory, E911 address registration and number porting in coordination with the carrier and Nextiva.
● Serve as first-line support for desk phone, softphone and call-quality issues (audio, registration, connectivity), escalating to Nextiva or the carrier as needed.
Contact Center Configuration & Queue Management
● Review, architect and maintain Skills-Based Routing (SBR) to ensure callers are matched to the right agent with minimal wait time.
● Configure and maintain queue, routing and callback features that support NEBA’s service level goals. This includes the 30-second answer target and First Call Resolution (FCR) and monitoring real-time Queue Depth and Longest Wait metrics, intervening within the platform where configuration changes can help and surfacing staffing or volume issues to the responsible managers.
● Maintain branching bilingual IVR logic for English and Spanish callers, including language-based routing, voicemail separation and localized prompts.
● Manage the return of voicemails and requested callbacks as prioritized Work Items for agents during lower-inbound volume periods.
● Maintain a proactive, real-time presence on queue dashboards throughout the standard business day (8:00 AM – 5:00 PM EST), identifying bottlenecks and escalating or rerouting calls as needed.
Data Mapping & Dynamic Scripting
● Ensure contact list metadata is correctly mapped from database uploads to the agent interface.
● Maintain and build On-Screen Dynamic Surveys (Scripts) that adapt based on caller parameters such as fund ID and language, guiding agents through the appropriate interaction flow based on their assigned skill level and queue.
● Validate that all data captured within Nextiva/Thrio surveys is accurately recorded and available for downstream KPI and operational reporting.
Disposition Architecture & KPI Tracking
● Review and maintain the call disposition list to ensure every call outcome provides clean, actionable data tied to measurable KPIs.
● Monitor agent disposition patterns to surface trends and recurring issues, flagging anomalies to support root cause analysis and inform leadership decisions.
● Identify and analyze Repeat Caller patterns to surface root causes for unresolved issues, reporting findings to operations leadership with recommended remediation.
● Configure and maintain automated alerts for SLA breaches, queue overflow and agent availability thresholds to enable proactive response by the appropriate teams.
Day-to-Day Live Operations and Queue Monitoring
● Actively monitor voice operations during standard business hours, watching agent states, call quality indicators, queue health and overall system status, and maintaining consistent operational presence across the workday.
● Serve as the first-line technical escalation point for routing failures, IVR or auto-attendant errors, device issues or system anomalies affecting live calls.
● Collaborate with department managers and team leads to align routing and platform configuration with staffing levels and call volume patterns, providing the visibility needed for sound staffing decisions.
● Maintain a daily operational log of system changes, incidents and queue performance, communicating relevant updates and shift handoffs to leadership and downstream teams.
● Provide training and ongoing technical enablement to department managers and leadership on platform utilization, supervisor dashboard navigation, and how to independently extract and interpret operational and KPI reports.
● Maintain and create training and documentation for employee reference.
Process Improvement, Automation & Operational Excellence
● Identify opportunities to improve routing logic, queue performance, phone system configuration, workflow efficiency, internal controls and service delivery through collaboration with internal departments and external partners.
● Partner with internal teams to identify, design, develop, test, implement and continuously improve automation solutions that increase efficiency, strengthen controls, reduce operational risk and enhance both the employee and caller experience.
● Develop and execute test plans, validate results, document findings and support user acceptance testing (UAT) to ensure new configurations, enhancements, automations and process changes are implemented accurately and effectively.
● Develop, maintain and continuously improve standard operating procedures, process documentation and training materials to promote consistency, knowledge sharing and operational excellence.
General IT Help Desk & Technical Support
● Prioritize Telecom Administration as the primary responsibility, dynamically shifting focus to support general IT workflows and broader IT initiatives during periods of normalized telephony platform volume.
● Serve as part of the internal IT support team, utilizing the company’s ticketing system to triage, diagnose, and resolve Tier 1 and Tier 2 hardware, software, and network endpoint issues for internal employees.
● Assist with general employee onboarding and offboarding lifecycle processes, including setting up workstations and configuring business applications alongside physical and softphone systems.
● Troubleshoot standard office peripherals, local network connectivity (Wi-Fi/LAN), and productivity tools (Microsoft Office Suite, CRM software).
● Balance daily Help Desk ticket volumes dynamically with real-time platform monitoring obligations, ensuring all incoming internal support requests meet organizational internal service levels.
Education and/or Experience
To perform this job successfully, an individual must have the following education and/or experience.
● 2+ years of hands-on cloud phone system and/or contact center administration experience (Nextiva, Thrio or comparable platforms) preferred.
● High School Diploma or equivalent (required).
Knowledge, Skills, and Abilities
Knowledge
● Knowledge of cloud business phone system (UCaaS) and contact center (CCaaS) administration, including user, extension and device provisioning, auto-attendants, hunt groups, Skills-Based Routing, IVR design, queue and SLA management, call disposition design, KPI reporting and voice data integrity.
● Solid understanding of VoIP, SIP trunking, E911, and how cloud-native phone and contact center systems interact with carrier networks.
● Familiarity with Google Looker or similar BI/reporting tools for building operational dashboards and call center performance reports preferred.
● Proficient in Microsoft Office Suite. Ability to learn and effectively utilize NEBA’s contact center, CRM and business systems.
● Multi-employer benefit fund or trust environment experience preferred.
Skills
● Strong analytical, organizational, problem-solving, communication and interpersonal skills with exceptional attention to detail, and the ability to manage multiple priorities and real-time operational events simultaneously, build collaborative relationships, and consistently deliver accurate, timely and high-quality results.
● Demonstrated ability to design, build and troubleshoot multi-language (English/Spanish) IVR and auto-attendant paths, including prompt recording, routing trees and voicemail separation.
● Hands-on experience provisioning and supporting physical desk phones (e.g., Poly, Cisco, Yealink) and softphone/mobile clients.
Ability
● Ability to exercise sound judgment, maintain confidentiality, identify and mitigate operational risks, adapt to changing business needs, and leverage technology and automation.
● Ability to think in terms of both the employee phone experience and the caller journey (CX design mindset), not just technical configuration.
● Ability to independently diagnose and resolve device, audio latency, API failure or routing logic errors without vendor hand-holding, escalating appropriately when needed.
● Comfortable in a live operations environment. Able to monitor, triage and respond to real-time events while managing configuration projects in parallel.
● Ability to translate technical platform concepts clearly for non-technical operations managers and leadership stakeholders, with a results-driven mindset committed to continuous improvement and operational excellence.
Physical Demands
The physical demands described here are representative of those an individual must meet in order to successfully perform the essential functions of this job. We will make reasonable accommodations to enable individuals with disabilities to perform these functions.
● Ability to sit for extended periods of time and to move intermittently throughout the workday.
● Ability to move in and between various facilities and handle exposure to inclement weather.
● Strong sensory skills, such as good eyesight, good hearing, and dexterity.
● Good speaking and listening skills.
● Ability to perform focused work with close attention to detail.
● Ability to operate office equipment, including computers, copiers, fax machines, and phones.
● Ability to interact with others, both in person and through phone, e-mail, and written correspondence.
● Ability to lift up to 25 pounds.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- What is your salary requirement?
Education:
- High school or equivalent (Required)
Location:
- Pembroke Pines, FL 33028 (Preferred)
Ability to Commute:
- Pembroke Pines, FL 33028 (Required)
Work Location: In person
