Fender Musical Instruments Corporation is a world-famous brand with offices across the globe. Fender was born in Southern California and has built a worldwide influence beyond the studio and the stage. A Fender is more than an instrument; its a cultural symbol that resonates globally.
We are searching for a Telecommunications Administrator to join our Information Technology team in Ensenada, Mexico. This role holds global 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. Youll serve as the primary subject matter expert for enterprise telephony and contact center technologies, ensuring the platforms that connect Fenders 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 endtoend 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, supervisors, and telephony users globally; partner with the IT Service Desk and cross-functional teams on escalated issues
- Develop and maintain end-user documentation, training materials, and knowledge base articles for all telephony platforms
- Lead and participate in telecommunications projects including platform upgrades, new site deployments, and technology migrations
- Manage vendor relationships and coordinate with carriers and technology partners to resolve service issues and fulfill circuit and number management requests
- Ensure E911 compliance across all locations and maintain thorough documentation of network topology, configurations, and system architecture
- Additional duties as assigned
Qualifications
- 35+ years of hands-on experience administering enterprise telecommunications environments
- Strong working knowledge of Cisco WebEx Calling and Cisco WebEx Contact Center (formerly UCCX/UCCE or Webex CCE/CCaaS), including administration via Cisco WebEx Control Hub
- Solid understanding of VoIP protocols (SIP, RTP), PSTN connectivity models (Cloud Connected PSTN, Local Gateway/CUBE), and call routing principles in a global, multi-site environment
- Experience with RedSky E911, ZenDesk telephony integrations, front desk/operator attendant consoles, and workforce management platforms such as Calabrio
- Cisco certifications (CCNA Collaboration, CCNP Collaboration, or demonstrated equivalent experience) preferred
- Excellent verbal and written communication skills with the ability to translate technical concepts for non-technical stakeholders across all levels of the organization
About Fender Musical Instruments
Fender Musical Instruments Corporation (FMIC) is one of the worlds leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender, Squier, PreSonus, Gretsch, Jackson, EVH, Charvel, Bigsby, and Groove Tubes, among others. For more information, visit www.fender.com. Fender 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.
