We are searching for aTelecommunications Administratorto join our Information Technology team in Ensenada, Mexico.This role holds general responsibility for the delivery, administration, and continuous improvement of our collaboration and telecommunications platforms — supporting 1,000+ employees and contact center agents across 20+ worldwide locations.You'll serve as the primary subject matter expert for enterprise telephony and contact center technologies, ensuring the platforms that connect Fender's people and customers are always performing at their best.Essential FunctionsAdminister and maintain enterprise telecommunications platforms includingCisco WebEx CallingandCisco WebEx Contact Centeracross multiple countries and regions, with day-to-day management viaCisco WebEx Control HubMaintain all contact center entry points, including inbound toll-free DIDs, queue configurations, call flows, and routing strategies, ensuring accurate mapping to the appropriate teams, skill groups, or IVRsManage contact center infrastructure including call routing, IVR/auto-attendant configurations, dial plans, queue management, skill group assignments, and user provisioningSupport and administer ancillary telephony platforms includingCalabrio(workforce management/call recording),RedSky E911,ZenDesktelephony integration, and front desk operator consolesOversee the end‐to‐end lifecycle of phone numbers, including provisioning, porting, routing updates, carrier coordination, and retirement of unused numbersAdminister and support PSTN connectivity models, including Cloud Connected PSTN and Local Gateway / Cisco CUBE configurations, ensuring a reliable and scalable global dial plan.Monitor system health, troubleshoot incidents, and drive resolution of all telecommunications‐related issues in alignment with SLA requirements; perform regular audits of configurations, licensing,



and user accountsProvide Tier 2/3 support to contact center agents, supervisors, and telephony users globally; partner with the IT Service Desk and cross‐functional teams on escalated issuesDevelop and maintain end‐user documentation, training materials, and knowledge base articles for all telephony platformsLead and participate in telecommunications projects including platform upgrades, new site deployments, and technology migrationsManage vendor relationships and coordinate with carriers and technology partners to resolve service issues and fulfill circuit and number management requestsEnsure E911 compliance across all locations and maintain thorough documentation of network topology, configurations, and system architectureAdditional duties as assignedQualifications3–5+ years of hands‐on experience administering enterprise telecommunications environmentsStrong working knowledge ofCisco WebEx CallingandCisco WebEx Contact Center(formerly UCCX/UCCE or Webex CCE/CCaaS), including administration viaCisco WebEx Control HubSolid understanding of VoIP protocols (SIP, RTP), PSTN connectivity models (Cloud Connected PSTN, Local Gateway/CUBE), and call routing principles in a global, multi‐site environmentExperience withRedSky E911,ZenDesktelephony integrations, front desk/operator attendant consoles, and workforce management platforms such asCalabrioCisco certifications (CCNA Collaboration, CCNP Collaboration, or demonstrated equivalent experience) preferredExcellent verbal and written communication skills with the ability to translate technical concepts for non‐technical stakeholders across all levels of the organizationFender Musical Instruments Corporation is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veterans' status, sexual orientation, or any other protected factor.
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📌 Telecommunications Administrator (Ensenada)
🏢 Fender Musical Instruments
📍 Ensenada