Business Systems Administrator- VoIP

Position Title: Business Systems Administrator- VOIP
Department: Corporate Systems / IT Support
Reports To: Sr. Director, Corporate Systems
FLSA Status: Hourly, Non – Exempt
Location: US, Remote
Overview
The Business Systems Administrator is responsible for the administration, support, and ongoing optimization of the company’s voice and communication systems. This role ensures reliable, secure, and scalable VoIP services while supporting broader business systems and integrations across the organization.
This individual will work closely with IT, network engineering, and business teams to maintain high availability of communication platforms, improve user experience, and drive modernization of enterprise communication tools.
Key Responsibilities
VoIP / Telephony Systems (Primary Focus)
Administer and support enterprise VoIP platforms (e.g., SIP, cloud PBX, softphones, call routing, contact center solutions)
Manage user provisioning, extensions, call flows, auto attendants, and hunt groups
Monitor system performance, uptime, call quality, recordings, and reliability
Troubleshoot voice quality issues (latency, jitter, packet loss) in collaboration with network teams
Maintain and optimize call routing, IVR systems, and failover configurations
Coordinate with telecom vendors and carriers for support, changes, and escalations, license renewals/upgrades
Manage number provisioning, porting, and telecom inventory
Integrating VoIP with CRM or support systems (Salesforce, Zendesk, etc.)
Business Systems Administration
Support and maintain corporate SaaS applications and communication tools
Assist in integrations between VoIP systems and other platforms (CRM, ticketing, collaboration tools)
Participate in system upgrades, rollouts, and migrations
Maintain system documentation, SOPs, and user guides
Assist with automation and process improvements across business systems
Operations & Support
Serve as a tier 2 escalation point for communication and telephony issues
Analyze trends and recommend improvements to enhance reliability and user experience
Participate in on-call or after-hours support as needed for critical systems
Security & Compliance
Ensure systems comply with internal security policies and regulatory requirements
Support patching, access control, and system hardening efforts
Assist with audit readiness and documentation for voice and communication systems
Skills & Abilities
Strong understanding of VoIP technologies (SIP, RTP, QoS, call routing)
Experience with cloud-based communication platforms (e.g., Teams Phone, RingCentral, Zoom Phone, etc.)
Strong scripting skills (PowerShell, Python, Bash)
Strong knowledge of Entra ID, Intune, Azure VDIs, M365, SSO/SAML
Solid networking knowledge (DNS, DHCP, VLANs, firewalls, QoS)
Strong troubleshooting and analytical skills
Ability to manage vendors and external service providers
Strong communication skills with both technical and non-technical stakeholders
Experience with system integrations and APIs is a plus
Education & Experience
Bachelor’s degree in Information Technology or related field (or equivalent experience)
3–5+ years of experience in VoIP, telecom, or unified communications administration
Experience supporting enterprise communication environments
Relevant certifications (e.g., Microsoft Teams Voice, Cisco, or equivalent) are a plus
Desired Traits
Problem solver and proactive thinker
Strong ownership and accountability
Customer-focused mindset
Adaptable and comfortable in a fast-changing environment
Commitment to continuous learning and improvement
Additional Requirements
This position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs.
Employment is contingent upon successful completion of background screening requirements.
One Inc may conduct periodic background checks at any time during employment, as permitted by applicable law and company policy.
Physical Demands
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment
Standard indoor office setting; exposure to computer screens.
Physical
Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.
Vision
See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.
Hearing
Ability to hear in the normal audio range with or without corrections.
Company Profile: One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments.
The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.
Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.
One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

Work arrangement
Yes