Telecom AI Platform Support Administrator

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

Job Description:

The Telecom AI Platform Support Administrator is a hands-on technical role responsible for the day-to-day support and optimization of the organization's Telecom AI platforms. Administrators operate within a break/fix model to resolve incidents and service disruptions, while also contributing to business optimization activities that improve platform efficiency and business outcomes for the Telecom division.

Key Responsibilities:

• Monitor, triage, and resolve incidents and service requests related to Telecom AI platforms in accordance with established SLAs
• Perform root cause analysis on recurring issues and document findings to drive permanent resolution
• Execute routine platform health checks, maintenance tasks, and configuration updates
• Support onboarding and change management activities when new AI capabilities are deployed or updated
• Document procedures, known issues, workarounds, and resolutions in the team knowledge base
• Collaborate with AI platform vendors on technical issues requiring escalated support
• Identify and surface opportunities for platform optimization, process improvement, or automation
• Assist in the development and testing of solutions that improve platform reliability and business performance
• Participate in on-call rotation and support coverage as needed to maintain platform availability
• Contribute to operational reviews by providing incident data, trend analysis, and status updates
• Manages hierarchy for all lines of business
• Contact Center support for technical challenges
• Manages Opera rules for all lines of business
• Weekly calibration sessions with analysts for alignment

Qualifications:

• 2+ years of experience in IT support, platform administration, or technical operations
• Hands-on experience working with AI/ML platforms, intelligent automation tools, or enterprise SaaS applications
• Familiarity with ITSM processes including incident management, problem management, and change management
• Strong troubleshooting skills with the ability to diagnose technical issues across integrated systems
• Comfortable working with data and logs to investigate platform behavior and performance
• Strong written and verbal communication skills; able to document technical issues clearly for both technical and non-technical audiences
• Self-motivated and able to manage multiple priorities in a fast-paced environment
• Associate's or Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent experience)

Preferred Qualifications:

• Experience supporting platforms in a Telecom environment (e.g., network automation, AI-driven customer support, revenue assurance tools)
• ITIL Foundation certification
• Familiarity with APIs, data integrations, or scripting languages (Python, SQL, or similar) for diagnostic or automation purposes
• Experience with monitoring and observability tools (e.g., Splunk, Datadog, or equivalent)

Reporting Structure:

This role reports directly to the Manager, Telecom AI Platform Support. Administrators work collaboratively as a two-person team, sharing responsibilities for platform coverage, incident response, and optimization projects.

Annual Salary Range: $75,000-$88,000/year, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.

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