Job Description

POSITION SUMMARY:

Telecom Specialist will be responsible for day to day operations for BMCHS which includes 3 Boston Medical Center campuses, and Wellsense and 45 Community clinics. They will design, evaluate and maintain telecommunication technologies such as VoIP (OnPrem and Cloud), TDM, Analog, Voicemail, Conference calling, call recording and hard and softphone deployments and other peripherals.

Position : Telecommunication Specialist

Department : Telecom

Schedule : Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Engineers, designs, documents, troubleshoots and administers system software of telecommunications systems including:

• Manages and supports all moves, adds and changes

• Works daily Service Now tickets as day to day operations for clinical and administrative staff.

• Ensures working around project deadlines, scheduling, and priorities.  Response time is often critical.

• Participate in end user (remote and in person) support including technical/admin training and documentation of telephone and voice mail systems for IT/Telecom team staff

• Collaborate with other IT teams (Network, InfoSec, Service Desk, Data Center, PMO, IT & Call center leadership etc) to ensure voice services are secure, scalable, and integrated and to resolve escalated incidents and support complex call flows on telecom-related projects.

• Perform and schedule regular backups of systems, troubleshooting using tools such as Wireshark, Solarwinds, TraceSBC and integration with Telephony peripheral systems such as SPOK paging, Overhead paging, Call Recording, IVR

• Document and deliver technical and administrative training for end users and internal IT/Telecom team members, including detailed documentation for telecom configurations, SOPs and Maintain accurate records of call flows, dial plans, IP schemas, and QoS configurations

• Serve as the primary escalation point for the Telecom team, providing mentorship and support to junior analysts.

• Collaborates with outside vendors on projects of high complexity such as installations, upgrades, and maintenance on voice and data networks including SIP, PRI, LAN/WAN, and POTS.

• Communicates work progress to management to ensure that other systems are not adversely affected on an as needed basis or as part of bi-weekly staff meetings

• Primay skills set with Ring Central – Administer and support cloud based voice platform for 3000+ UC end users EX and 500+ Call center agents & Studio Scripting for NICE CXone Call flows, RingClone, both soft phones integrated with MS-Teams/WebRTC, peripheral voice applications/plug-ins, & and Yealink/Poly hardphones. Persist/PRI and Persist+ analog gateways.

• Secondary skill set with Cisco Call Manager v15, Unity Connection and auto attendant menus, Emergency Responder, & VG-310, VG-320, VG-350 Analog gateways, Eleveo CallRECording platform

  • Manage call routing, dial plans, voicemail systems, hunt groups, and auto attendants to ensure optimal call flow and user experience.

  • Troubleshoot and resolve complex voice, video, and collaboration issues across enterprise environments.

  • Maintain, monitor, and optimize Cisco voice gateways (ISR/ASR), SIP trunks, and analog line integrations (FXO/FXS), including survivable remote site telephony (SRST) and enterprise-level voice resiliency features.

  • Participate in voice infrastructure projects, including system upgrades, migrations, and new site deployments and management of telecom systems including patching, version control, and hardware/software refreshes.

• Familiar with Avaya Communications manager v16.3, System & Session Mgr, Aura Messaging & Conferencing, CMS, VeraSmart Call Accounting and Virtual Observer call recording platform, G430, G450 media gateways & G650 cabinets/cards. 

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor of Science Degree in computer science and at least five years’ experience working with telecommunications and information technology network systems; or equivalent combination of formal education and experience.

• Ring Central Experience Required

CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED :

• Cisco Certification Networking Associate (CCNA) and/or Cisco Certification Voice Professional (CCVP).

• Avaya Certified Support or Implementation Specialist.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs):

• Demonstrated progressive knowledge, responsibility and experience of telecommunications and information technology network systems

• Excellent English communication skills (oral and written) and interpersonal skills are required to interact with internal and external contacts in a courteous and customer service manner.

• Excellent organizational skills, including ability to multi-task, prioritize essential tasks and meet deadlines.

• Ability to analyze and solve problems in a systematic, logical, and timely manner.

• Basic computer proficiency inclusive of ability to enter and access data/information.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE : This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment. 

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