Systems Administrator Unified Communications & Call Center

Who we are

With 30 locations throughout the U.S. and treatment options available virtually, ERC Pathlight meets patients where they’re at to offer innovative, compassionate and comprehensive treatment for eating disorders, as well as mood, anxiety and trauma-related disorders.

We were founded in 2008 by pre-eminent psychiatrists and psychologists and treat 6,000+ patients per year. With the critical need for mental health care and eating disorder treatment, especially during the Covid-19 pandemic, we’re looking for passionate and qualified professionals who will live out our mission to help save the lives of our patients.

The Systems Administrator, Unified Communications and Call Center is responsible for the administration and maintenance of our Office
365 Teams communications and telephony, as well as our Amazon Connect call center systems. You will ensure the smooth operation of our telecommunications infrastructure, including phone systems, voicemail, call routing, and related technologies.

Additionally, you will oversee our call center telephony workflows and support the needs of our customers primarily in our Patient Admissions department. The role demonstrates knowledge in infrastructure systems (both on-premise and cloud-based), operational support, and supporting Eating Recovery Center/Pathlight data centers, corporate offices, remote workers, and nationwide patient treatment locations.

Oversees the administration and maintenance of the call center systems, such as automatic call distribution (ACD), interactive voice response (IVR), and workforce management (WFM) systems. Configures and optimizes call routing strategies, ensuring efficient distribution of calls among agents. Collaborates with call center managers to implement system enhancements and workflows that enhance customer experience and agent efficiency.

Maintains the organization's telecommunications infrastructure, including on-premises and cloud-based phone systems, voicemail systems, and related equipment. Monitors system performance and capacity, identifying and resolving issues proactively. Collaborates with internal teams and external vendors to implement system upgrades and enhancements.

Provides technical support and troubleshooting assistance to users of telecommunications and call center systems. Conducts user training sessions to educate employees on system features and best practices. Develops and maintains user documentation, including system manuals and standard operating procedures (SOPs). This includes escalation of all issues related to Ring Central.

• Associate's degree in computer science, Information Services, or related field, or equivalent experience (in addition to minimum requirement) or industry certification.
  Required
• Network+, A+, Security+ Certifications Preferred
• 2 to 4 years of proven experience in administering telecommunications, unified communications (UC) and call center systems, including phone systems, voicemail systems, ACD, IVR, and WFM systems.
  Required
• 2+ year of Microsoft Teams Meeting, Telephony and Communication Policy administration.
  Required
• Strong knowledge of telecommunications protocols and technologies, such as SIP, PRI, VoIP, and TDM. –
  Required
• Strong knowledge of telecommunications protocols and technologies, such as SIP, PRI, VoIP, and TDM. –
  Preferred
• Experience with call center concepts and practices, including call routing strategies, service level agreements (SLAs), and workforce management. –
  Required
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. –
  Required
• Familiarity with firewall and route/switch protocols is a big plus. –
  Preferred
• AWS, Microsoft, and Network protocol certifications a plus.
  
  - Preferred
• Ability to work occasional nights and weekends.

Every role at ERC Pathlight is essential to delivering the high-quality care we promise to our patients. This means that from day one, we’re here to support…