Systems Administrator Unified Communications & Call Center

Job DescriptionJob Description

Who We Are

At ERC Pathlight, we're on a mission to change lives—and we're looking for people who feel called to do the same.

As one of the nation's leading treatment providers for eating disorders and mood, anxiety, and trauma-related conditions, we bring innovative, evidence-based, and deeply compassionate care to patients across the country. With multiple locations nationwide and extensive virtual programming, we meet patients exactly where they are and help them move toward lasting recovery.

Founded in 2008 by renowned psychiatrists and psychologists, ERC Pathlight now supports more than 6,000 patients each year. And as the need for world-class mental health care continues to rise, our commitment is stronger than ever: to expand access, elevate the standard of care, and empower every patient to rebuild their life with dignity and hope.

Why Join Us

When you join ERC Pathlight, you become part of a team that shows up every day to make a real difference. You'll work alongside passionate clinicians, dedicated support staff, and mission-driven leaders who believe in collaboration, growth, and doing the right thing—always.

Here, your work matters. Your ideas matter. You matter.

If you're energized by purpose, motivated by impact, and ready to help transform the future of mental health treatment, you belong here.

Come build hope. Come save lives. Come grow with us.

What you'll be doing

The Systems Administrator, Unified Communications and Call Center is responsible for the administration and maintenance of our Office365 Teams communications and telephony, as well as our Amazon Connect call center systems. You will ensure the smooth operation of our telecommunications infrastructure, including phone systems, voicemail, call routing, and related technologies.

Additionally, you will oversee our call center telephony workflows and support the needs of our customers primarily in our Patient Admissions department. The role demonstrates knowledge in infrastructure systems (both on-premises and cloud-based), operational support, and supporting Eating Recovery Center/Pathlight data centers, corporate offices, remote workers, and nationwide patient treatment locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Call Center Systems Administration: Oversees the administration and maintenance of the call center systems, such as automatic call distribution (ACD), interactive voice response (IVR), and workforce management (WFM) systems. Configures and optimizes call routing strategies, ensuring efficient distribution of calls among agents. Collaborates with call center managers to implement system enhancements and workflows that enhance customer experience and agent efficiency.
• Telecommunications Systems Administration: Maintains the organization's telecommunications infrastructure, including on-premises and cloud-based phone systems, voicemail systems, and related equipment. Monitors system performance and capacity, identifying and resolving issues proactively. Collaborates with internal teams and external vendors to implement system upgrades and enhancements.
• User Support and Training: Provides technical support and troubleshooting assistance to users of telecommunications and call center systems. Conducts user training sessions to educate employees on system features and best practices. Develops and maintains user documentation, including system manuals and standard operating procedures (SOPs).This includes escalation of all issues related to Ring Central.

Required Qualifications:

• Associate's degree in computer science, Information Services, or related field, or equivalent experience (in addition to minimum requirement) or industry certification.
• 2 to 4 years of proven experience in administering telecommunications, unified communications (UC) and call center systems, including phone systems, voicemail systems, ACD, IVR, and WFM systems.
• 2+ year of Microsoft Teams Meeting, Telephony and Communication Policy administration.
• Strong knowledge of telecommunications protocols and technologies, such as SIP, PRI, VoIP, and TDM.
• Experience with call center concepts and practices, including call routing strategies, service level agreements (SLAs), and workforce management.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Ability to work occasional nights and weekends.

Bonus and Qualifications:

• Network+, A+, Security+ Certifications
• AWS, Microsoft, and Network protocol certifications a plus.
• Strong knowledge of telecommunications protocols and technologies, such as SIP, PRI, VoIP, and TDM
• Familiarity with firewall and route/switch protocols is a big plus.

Compensation for the Systems Administrator Unified Communications & Call Center role is $95,000-$110,000 salaried. Ranges are based upon market expectations and are dependent upon candidate experience.

What We Offer

At ERC Pathlight, caring for people is our mission and that begins with caring for our own team. Your well-being matters, and our benefit program is designed to support every part of your life.

We offer competitive compensation; comprehensive medical, dental, and vision coverage; generous Paid Time Off; Parental Leave benefits; Retirement benefits; and tuition reimbursement to help you continue growing in your career.

We also recognize that mental health is part of every person's experience. That's why we strive to create a workplace where you feel supported, seen, and encouraged—personally, professionally, and at home.

When you thrive, you can do your best work. And your best work changes lives.