Job Information
Support Services Group Sr. Telephony Administrator in Heredia, Costa Rica
The Senior Telephony Administrator is a primary resource responsible for mission-critical telephony systems, including call servers, recording servers, ASR/TTS servers, contact center management servers, and VoIP endpoint devices. The Senior Telephony Administrator is required to be well versed in a variety of hardware and software, network and security protocols, Linux server administration and other general IT administrative functions – with a key focus on customer service and ensuring maximum system uptime for enterprise-wide communication systems. The Senior Telephony Administrator is also involved in providing oversight and management of junior-level IT resources. Responsibilities include but are not limited to the following:
Maintain, configure and support Asterisk based Open-Source Telephony servers.
Maintain, configure and support Loway QueueMetrics Contact Center Queue Management and Call Delivery Platform
Maintain, configure and support OrekaTR call recording platform
Maintain, configure and support Lumenvox Automated Speech Recognition and Text to Speech engine, using English, Spanish and French voice modules
Maintain, configure and support Omni-Channel platforms, include but are not limited to the following: SingleComm, InConcert, LiveVox.
Maintain, configure and support blended Microsoft / Open-Source infrastructure, including, but not limited to MS Windows Server 2012 and later, CentOS 6/7/8, and RHEL
Perform scheduled maintenance operations during off hours
Maintain and Configure Web (Apache/Nginx) and FTP servers
Develop training materials and procedures, or train users in the proper use of hardware or software
Answer after-hours night or weekend support calls as part of a rotating schedule
Required Qualifications and skills
Bachelor's degree or higher in Computer Science, Information Technology, or other related field, or 5+ years related industry experience
Linux+ Certification is preferred
Asterisk Certification is preferred
3+ years VoIP telephony administration experience
2+ years server and networking experience
Deep understanding of TCP/IP and SIP protocols
Broad understanding of infrastructure technologies
Knowledge of SQL, MYSQL and Cassandra databases
Familiarity with common telephony and networking terms
Knowledge and experience with LAN/WAN systems, VoIP PBX servers, and related applications
Strong written and verbal communication skills
100% Bilingual, written and spoken English for professional level.
Ability to provide remote office/branch support
