Telecommunications Support Specialist

About ComPsych:

ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide, touching more than 160 million lives across 200 countries. Visit to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.

Overview:

We are seeking a detail-oriented and proactive Telecommunications Support Specialist to join our IT team and support our Global Partners. This role focuses specifically on supporting partners with international telecommunications issues, with particular emphasis on the Asia-Pacific (APAC) region. You will serve as the primary technical liaison for troubleshooting complex connectivity challenges across diverse international telecommunications environments while maintaining expertise in Genesys Cloud CX platform configurations and capabilities to provide support for our local operations.

Responsibilities:

• Manage comprehensive toll-free number lifecycle including inventory maintenance, ordering, portability processes, and carrier coordination across international markets, with focus on APAC and EU regions.
• Diagnose, troubleshoot, and resolve toll-free number functionality issues including call routing failures, connectivity problems, and carrier-specific restrictions.
• Monitor performance metrics, analyze usage patterns and costs, and proactively address issues to optimize call routing performance and cost efficiency.

• Ensure compliance with diverse international telecommunications regulations and navigate country-specific requirements and carrier relationships.

• Provide technical support to partner organizations for international telecommunications connectivity challenges, particularly in APAC and EU markets.

• Configure, optimize, and troubleshoot Genesys Cloud CX platform settings for international partner deployments, integrations, and local operations.
• Troubleshoot SIP trunk configurations and call routing issues specific to international telecommunications infrastructure.

• Troubleshoot and resolve international telecommunications issues, escalating complex cases as needed and maintaining expertise in relevant standards and carrier requirements.

• Manage employee onboarding by setting up communication tools (Genesys Cloud CX, Microsoft Teams, Zoom, faxing systems) and configuring user accounts and permissions.

• Handle employee offboarding requests by deactivating access across all telecommunications and communication platforms.

• Configure user accounts and permissions within Genesys Cloud CX platform for various user roles.

• Generate ad hoc global call reporting and analyze telecommunications usage patterns to identify optimization opportunities.

• Create detailed incident reports, maintain comprehensive documentation of system changes, and develop knowledge base articles specific to international carriers.
• Track and report on key performance indicators related to global telecommunications infrastructure, toll-free service quality, call completion rates, routing accuracy, and cost analysis.

• Maintain accurate global tracking spreadsheets with current telecommunications inventory and configurations across multiple international markets.

• Maintain relationships with international toll-free and telecommunication service providers, coordinating service disruptions resolution and service level agreement management.

• Coordinate with international telecom carriers and local service providers to resolve connectivity challenges and integration issues.

• Ensure accurate and up-to-date telecom data by maintaining global tracking spreadsheets and continuously improving data management processes.

• Maintain global telecom numbers and line routing information.
• Make recommendations for system improvements to optimize system use of telecom data.
• Invest in constant process improvement to systematize the global telecom data
• Cultivate and maintain strong relationships with international telecom vendors and service providers to ensure prompt resolution of service disruptions and effective management of service level agreements.
• Research new vendors and emerging technologies/platforms/processes etc.
• Handle additional assigned duties as needed.

Qualifications:

Bachelor's degree in Telecommunications, Information Technology, or related field.

• 5+ years of experience in telecommunications support with specific focus on international operations.
• Strong knowledge of Genesys Cloud CX platform configuration, administration, and troubleshooting
• Experience with international telecommunications infrastructure, particularly in APAC and EU markets.
• Proficiency in SIP protocols, VoIP systems, and international call routing.
• Demonstrated experience troubleshooting and managing international and local toll-free numbers.
• Understanding of APAC and EU telecommunications regulations and carrier-specific requirements.
• Experience supporting partner organizations with complex technical integrations.
• Excellent communication skills and ability to work across multiple time zones.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Genesys Cloud CX certifications (Professional Certification or higher).
• Experience living or working in APAC or EU region with direct knowledge of local telecommunications markets is a plus.
• Knowledge of international telecommunications compliance requirements and regulatory frameworks.
• Experience with cloud-based contact center solutions and hybrid deployments.
• Project management experience with international telecommunications.
• Industry certifications such as CompTIA Network+, Cisco CCNA, or equivalent telecommunications certifications
• Experience with toll-free service provider relationships and service level agreement management

Pay Range: USD $24, USD $24,000.00 /Yr.