Must be a WI Resident. No relocation is allowed. Hybrid work schedule. 5 month contract.
Job SummaryThe Telecommunications Technician III serves as a key operational resource supporting enterprise voice and Unified Communications (UC) systems. This role is responsible for managing telecom-related tasks, including system support, vendor coordination, user provisioning, phone number management, ticket queue ownership, incident response, and record maintenance. The position helps ensure reliable operation of telecommunications and Voice over Internet Protocol (VoIP) services while supporting effective communication and operational efficiency.
Key ResponsibilitiesProvide customer-focused support for enterprise voice and VoIP systems.
Perform Moves, Adds, Changes (MAC) and user provisioning across multiple Unified Communications platforms.
Manage phone number inventory and lifecycle activities.
Monitor assigned ticket queues and respond to incidents and reported issues.
Troubleshoot and resolve VoIP and telecommunications-related problems.
Perform regular maintenance of VoIP systems to ensure optimal functionality.
Maintain accurate call records and telecommunications documentation.
Coordinate with telecom vendors and carriers as required.
Support telecom expense management activities.
Administer E911 records and related information.
Review VoIP performance and support trends to identify opportunities for process improvement.
Work with project teams on tasks and projects related to VoIP systems.
Provide user training, education, and adoption support.
Develop and document training materials that are easy for end users to understand and use.
Communicate effectively with internal and external contacts, gather information, answer questions, and provide assistance.
Use independent judgment to interpret established procedures and address situations that are not clearly defined.
3 5 years of experience in enterprise voice and Unified Communications.
Experience supporting enterprise VoIP systems.
Experience with Moves, Adds, Changes (MAC) and user provisioning.
Experience with phone number inventory and lifecycle management.
Experience with ticket queue management and incident response.
Experience with telecom expense management and carrier coordination.
Experience with E911 administration and records management.
Strong troubleshooting, problem-solving, and analytical skills.
Strong communication and customer service skills.
Ability to provide user training and adoption support.
Ability to learn and support new technologies, particularly Microsoft Teams Voice.
Ability to work independently and make decisions using established policies and procedures.
Microsoft Teams Voice experience.
Microsoft Teams Voice certification.
Landis Contact Center experience.
Telecom/VoIP implementation experience.
ITIL Foundations Certification.
Avaya Certified Solution Specialist (ACSS).
Avaya Support Professional Specialist (APS).
Ability to read, write, and understand instructions, reports, correspondence, and memos.
Ability to exchange information with internal and external contacts.
Ability to explain information, answer queries, and provide assistance.
Ability to recommend or confirm appropriate courses of action.
Ability to evaluate information and make responsible decisions.
Ability to analyze multiple factors when making decisions affecting departments or multiple units.
Understand and follow established instructions and procedures.
Execute decisions within standard policies and procedures.
Interpret and adapt established practices to situations where the appropriate application is not clearly defined.
Apply independent judgment and critical thinking to resolve operational and technical issues.
Combination of onsite and Work from Home.
Reliable transportation is required.
Some early morning start times before 7:00 AM may be required.
Weekend work may occasionally be required.
Interview process: Microsoft Teams and in-person.
Pay rate: $23/hr/W2
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