Launch Your Career with Cook Systems Ready to elevate your career? Cook Systems, a certified veteran owned IT consulting firm, has been transforming businesses and careers since 1990. Whether you're aiming to work with a Fortune 500 company or a small business, we've got you covered. Our core values: integrity, investment, and innovation drive everything we do, ensuring you grow and succeed in a dynamic, supportive environment. We understand the importance of work life balance and personal growth. Our cutting edge IT consulting partners and FastTrack talent program are designed to help you excel. Join our forward thinking team where excellence and creativity are valued every day. Check out what our associates have to say on Glassdoor. Ready to take your career to new heights? Cook Systems is where your journey to success begins! NOTE: Candidate Must Be Local Atlanta, GA Metro (75 mile radius) Telephony Administrator/Engineer to manage and support our City of Atlanta ? Watershed Call Center agents utilizing a cloud-based contact center infrastructure, with specific expertise in AWS Connect, Calabrio One, and omnichannel communication platforms. The ideal candidate will have a deep understanding of telephony systems, voice architecture, analytics, and contact center operations. This role will be pivotal in maintaining and enhancing the customer experience through technical excellence and seamless integration across platforms. Key Responsibilities:- Administer and support Amazon Connect cloud-based contact center platform for Watershed Call Center Agents - Manage configurations and customizations within Calabrio One including WFM, QM, Analytics, and Reporting. - Maintain and enhance omnichannel communication systems (voice, chat, email, SMS, etc.) ensuring optimal performance and uptime. - Provide insight and understanding of integrated contact center platforms with CRMs (e.g., Salesforce, ServiceNow), third-party APIs, and internal systems. - Monitor and troubleshoot telephony infrastructure, call routing logic, IVR, and real-time dashboards. - Analyze performance metrics and provide recommendations for optimization and cost efficiency. - Collaborate with IT, Atlanta 311 Customer Service, and Vendor teams to implement projects and new features. - Ensure data integrity and compliance with security and privacy standards across all communication platforms. - Participate in system upgrades, patches, and enhancements while maintaining minimal disruption to business operations. - Create and maintain documentation for system configurations, SOPs, and troubleshooting guides. Required Qualifications:- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience. - 3?5 years of experience in a telephony administration/engineering role. - Proven expertise in AWS Connect (call flows, contact flows, routing profiles, Lambda integrations). - Hands-on experience with Calabrio One Suite (WFM, AQM, Analytics). - Solid understanding of contact center operations and omnichannel platforms (chat, email, voice, SMS). - Familiarity with VoIP/SIP protocols, telephony monitoring tools, and call quality optimization. - Experience in API integrations, AWS services (Lambda, CloudWatch, S3, etc.), and identity management (SSO, IAM). - Strong analytical and troubleshooting skills. - Excellent communication and documentation skills. Preferred Qualifications:- AWS Certification (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect ? Associate). - Experience with CCaaS platforms is a plus. - Knowledge of workforce management principles and best practices in call center environments. - Familiarity with ITIL practices and Service Management platforms like ServiceNow. Work Environment:- Hybrid or Remote work options available. - Must be able to provide off-hours support for critical system issues and planned maintenance windows. - Collaborative environment with cross-functional project involvement. Why Join Us? - Opportunity to work with cutting-edge cloud telephony and customer engagement technologies. - Be part of transforming customer service operations through innovation and integration. - Supportive team culture focused on continuous learning and professional Why Work with Us Benefits At Cook Systems, we don't just offer jobs we build futures. Our team is the heart of everything we do, and we're committed to supporting you with benefits that go beyond the basics. We want you to feel secure, valued, and empowered from the very beginning of your journey with us. When you join Cook Systems, here's what you can look forward to: Your Health, Your Way: Choose from two comprehensive medical plans through Blue Cross Blue Shield, complete with dental and vision coverage. With access to one of the nation's largest networks, you'll get the care you need for yourself and your family wherever life takes you.Peace of Mind, Every Step of the Way: Protect what matters most with life, critical illness, and accident insurance through Unum. Because your loved ones deserve security no matter what the future holds.Flexibility for Life's Needs: Save money and plan ahead with a Flexible Spending Account and Daycare FSA through Navia, helping you manage healthcare and dependent care expenses on your terms.Bridging the Gaps: Unexpected costs? No problem. Our Health Gap Insurance through Sunlife helps ensure you're covered when it counts.Your Future Starts Now: Dream big with our 401(k) retirement plan through The Standard. After just six months, you will be eligible to participate, because your future deserves a strong foundation. At Cook Systems, you're not just another employee you're family. Here, your ideas matter, your contributions shine, and your career will thrive. Together, we innovate, grow, and celebrate success every step of the way. Are you ready to be part of something bigger? Let's build the future together at Cook Systems.
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