What are the responsibilities and job description for the Telephony Engineer position at InstantServe Healthcare?
Title: Telephony Administrator / Engineer
Location: Atlanta, GA
6 Months Contract
Administer and support Amazon Connect for Watershed Call Center agents, including call flows, routing profiles, and Lambda integrations
Configure and manage Calabrio One suite: WFM, Quality Monitoring, Analytics, and Reporting
Maintain and optimize omnichannel communication tools (voice, chat, email, SMS)
Integrate contact center systems with CRM platforms (e.g., Salesforce, ServiceNow) and third-party APIs
Monitor infrastructure and troubleshoot call routing, IVR, dashboards, and service quality
Collaborate with IT teams, Atlanta 311 Customer Service, and vendors on projects and enhancements
Ensure data security and compliance across all communication systems
Manage system upgrades, patches, and new feature rollouts with minimal business disruption