Must-Haves
1 Ring Central Experience
2 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.
3Familiar 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 Description
The 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.
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, TraceClient 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.
***Note: Please do not submit candidates without RingCentral experience***