We are searching for a Telecommunications Administrator to join our Information Technology team in Ensenada, Mexico. This role holds integral 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 Functions
- Administer and maintain enterprise telecommunications platforms including Cisco WebEx Calling and Cisco WebEx Contact Center across multiple countries and regions, with day-to-day management via Cisco WebEx Control Hub
- Maintain 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 IVRs
- Manage contact center infrastructure including call routing,



IVR/auto-attendant configurations, dial plans, queue management, skill group assignments, and user provisioning
- Support and administer ancillary telephony platforms including Calabrio (workforce management/call recording), RedSky E911, ZenDesk telephony integration, and front desk operator consoles
- Oversee the end‑to‑end lifecycle of phone numbers, including provisioning, porting, routing updates, carrier coordination, and retirement of unused numbers
- Administer 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 accounts
- Provide Tier 2/3 support to contact center agents, super

📌 Telecommunications Administrator (Ensenada)
🏢 Fender Musical Instruments
📍 Ensenada