Phone System Administrator – Personal Injury Law

Department: IT

Employment Type: Full Time

Location: California

Compensation: $90,000 - $130,000 / year

Description

We are a prominent and growing Personal Injury Law Firm in Newport Beach seeking an experienced Phone System Administrator responsible for the administration, maintenance, and optimization of enterprise VoIP and contact center phone systems. 

This role ensures reliable voice services, supports contact center operations, and partners with IT, telecom vendors, and business stakeholders to deliver high-quality voice and call center solutions. The ideal candidate combines deep technical expertise in VoIP/contact center systems with an understanding of legal intake workflows, call tracking, and business-critical uptime requirements.

Please note, this is an on-site position, Monday - Friday.

Responsibilities:

System Administration & Operations

• Administer, configure, and maintain VoIP phone systems and contact center platforms
• Manage call routing, IVRs, auto-attendants, queues, call flows, and voicemail systems.
• Provision and decommission phones, extensions, users, and contact center agents.
• Perform system upgrades, patches, and configuration changes while minimizing downtime.

Contact Center Support

• Support contact center operations including agent setup, skills-based routing, reporting, and call monitoring features.
• Collaborate with contact center leadership to design and optimize call flows and customer experience.
• Troubleshoot call quality, dropped calls, latency, and system performance issues.

Monitoring, Troubleshooting & Incident Response

• Monitor voice system performance, availability, and call quality metrics.
• Diagnose and resolve VoIP issues related to SIP, QoS, network latency, firewalls, and carrier connectivity.
• Act as escalation point for voice-related incidents and outages.
• Coordinate with carriers and vendors to resolve service issues.

Reporting & Analytics

• Generate and analyze call detail records (CDRs) and contact center reports.
• Provide insights on call volumes, performance trends, and system utilization.
• Maintain documentation for configurations, call flows, and procedures.

Security & Compliance

• Implement and maintain security best practices for voice systems (authentication, encryption, access controls).
• Support compliance requirements such as PCI, HIPAA, or SOX where applicable.
• Manage E911 configurations and ensure accurate location data.

Project & Vendor Management

• Participate in voice and contact center projects including system migrations, upgrades, and new deployments.
• Work with telecom carriers, VoIP providers, and hardware vendors.
• Assist with testing, rollout, and end-user training for new features and systems.

Qualifications:

• 5+ years of experience administering enterprise VoIP and/or cloud-based contact center systems.
• Hands-on expertise with call routing, IVR design, reporting, and high-volume contact center operations.
• Strong understanding of VoIP and networking fundamentals (SIP, RTP, QoS, LAN/WAN) and telecom services (SIP trunks, PRI).
• Proven troubleshooting skills using networking and voice analysis tools (e.g., Wireshark, call traces, packet analysis).
• Ability to work independently, manage multiple priorities, and perform effectively in a fast-paced environment.
• Strong communication skills with the ability to translate technical concepts for non-technical stakeholders.
• Detail-oriented with strong documentation practices and a customer service mindset.
• Bilingual (English/Spanish) is preferred.

Benefits:

• 401(k) 
• Dental insurance
• Health insurance
• Vision insurance
• Life insurance
• Paid time off