Back
12/04/2025

Telephony Manager

Job Description

Key Responsibilities

NICE inContact Administration & Support

• Manage the day-to-day administration of NICE inContact (CXone) platform, including user provisioning, skill assignment, IVR configuration, routing strategies, and campaign setups.
• Monitor and maintain system health, call flows, dial plans, and performance metrics.
• Troubleshoot and resolve issues related to voice quality, call routing, CTI integrations, and agent connectivity.

Telephony Infrastructure

• Support and manage SIP-based telephony systems, VoIP endpoints, and call recording solutions.
• Maintain telephony security, including encryption, authentication, and compliance (e.g., PCI, HIPAA, etc.).
• Collaborate with network engineers to ensure optimal voice traffic routing and bandwidth utilization.
• Act as the internal SME (subject matter expert) for all contact center technologies, especially NICE CXone.
• Collaborate with IT, operations, and vendor partners to manage system upgrades, releases, and configuration changes.
• Lead troubleshooting and root cause analysis for call quality issues, dropped calls, latency, or routing anomalies.

Project Implementation

• Design and deploy new telephony solutions and features based on business requirements.
• Lead or participate in the design and development of new telephony projects with business stakeholders and IT personelle.
• Coordinate with vendors and stakeholders for project planning, testing, and go-live.

Training and Documentation

• Develop and maintain technical documentation, including system architecture diagrams, standard operating procedures (SOPs), and troubleshooting guides.
• Provide training and support for internal teams and end users on NICE inContact functionalities and best practices.

Apply Now
Apply Now
AssuranceAmerica
AssuranceAmerica

We strive for excellence in how we serve our policy holders and agents, and have since we opened our doors in 1998.

 

We believe in creating a culture where all associates have a chance to learn and grow. We also take part in directing 5% of our earnings to fight homelessness, which gives hope with every policy purchased.

 

We're grateful for the team we've created and the values we stand behind. We've pledged to be direct, results driven, and dedicated to the success of our business and each other.