Note: The job is a remote job and is open to candidates in USA. Sequium Asset Solutions, LLC is looking for a Phone System Administrator to manage their TCN cloud-based contact center platform. The role involves administering the platform, managing telephony services, and ensuring system reliability and compliance while collaborating with various teams.
Responsibilities
- Administer and maintain the TCN contact center platform
- Configure inbound and outbound calling campaigns
- Manage skills, queues, routing rules, IVRs, and call flows
- Provision and deprovision users, roles, and permissions
- Maintain system settings, business hours, and dialing configurations
- Ensure platform configurations align with operational and compliance requirements
- Manage DID numbers, caller ID configurations, and SIP connections
- Coordinate telecommunications changes and carrier-related activities
- Monitor call quality and troubleshoot telephony issues
- Support call recording, retention, and retrieval processes
- Develop and maintain operational reports and dashboards
- Monitor KPIs such as call volume, abandonment rates, agent productivity, and campaign performance
- Provide data extracts and reporting support to business stakeholders
- Assist leadership with trend analysis and operational recommendations
- Serve as Tier 2/3 support for TCN-related issues
- Investigate and resolve platform, telephony, and integration issues
- Coordinate escalations with TCN support and third-party vendors
- Document incidents, root causes, and corrective actions
- Support integrations between TCN and CRM, workforce management, payment processing, and other business applications
- Assist with API-based integrations and data synchronization processes
- Participate in system upgrades, testing, and deployment activities
- Identify opportunities for process automation and efficiency improvements
- Ensure adherence to TCPA, FDCPA, HIPAA, PCI-DSS, and company security policies as applicable
- Manage user access reviews and audit requirements
- Support disaster recovery and business continuity planning
- Maintain system documentation and standard operating procedures
Skills
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience
- 3+ years of contact center platform administration experience
- Experience administering TCN or similar cloud contact center platforms
- Strong understanding of VoIP, SIP, IVR, ACD, and call routing concepts
- Experience with reporting tools and data analysis
- Knowledge of CRM integrations and API functionality
- Strong troubleshooting and problem-solving skills
- Excellent communication and documentation skills
- Experience with TCN platform administration
- Experience in collections, customer service, healthcare, or BPO environments
- Knowledge of workforce management systems
- SQL reporting experience
- Power BI Visualization and Reporting
- Experience with cloud-based telephony platforms and contact center technologies
- ITIL or contact center technology certifications
Company Overview
Sequium Asset Solutions, LLC is the most technologically advanced Accounts Receivable Management company in the industry. It was founded in 2016, and is headquartered in Marietta, Georgia, USA, with a workforce of 51-200 employees. Its website is http://www.sequium.com/.