Contact Center Engineer I

Yale New Haven Health•Stratford, CT

15h

About The Position

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day. The Senior Telecommunications Project Analyst supports all YNHHS sites including all YNHHS owned and leased locations, NEMG sites and YSM locations. Projects include building renovations, new buildings, acquisitions or telecommunications equipment migrations. The Analyst is responsible for coordinating all aspects of the project related to telecommunications. The analyst stays updated by attending weekly facility design meetings and customer meetings to understand business requirements. The Analyst designs solutions to meet the needs of customers and utilizes a consulting style approach to advise customers on how to best use available telecom products and services to support their business needs. Must be able to effectively manage multiple complex projects at the same time. All aspects of project management are required; station and application design, meeting with cable vendors, pricing estimates, orders for equipment, submission of orders in the Verasmart Telecommunications Management System. Extensive knowledge of Telecommunications services and applications is required including hard wired and wireless Cisco, Centrex, Nortel, Siemens, Spectralink phones and headsets, televisions, overhead paging and applications as well as an understanding of basic telecom transport facilities (PRI, POTS, SIP, Opt-E-MAN, IP TV etc.). Provides user training and post cutover support. Meets all project deliverables on time and within budget. EEO/AA/Disability/Veteran

Requirements

EDUCATION
Bachelors or equivalent technical training and experience.
EXPERIENCE
Minimum of 5 years telecommunications experience including project management and financial support..
SPECIAL SKILLS
Must possess knowledge of telecommunications products and services. Must be able to effectively communicate verbally and in writing. Demonstrate excellent interpersonal skills in high volume/high pressure situations. Candidate must possess good alpha-numeric keyboarding skills (40-55 wpm) skills; basic skills in Microsoft Office Suite, Project, CAD software, email and the internet. Must possess knowledge of math and basic accounting. Must be able to multi-task and respond to customer issues, with special attention to detail and accuracy. Must possess understanding of the following telecommunications products and services; transport facilities, telephones, voice mail, toll authorization codes (TAN), wireless devices, televisions systems.
PHYSICAL DEMAND
Frequent attendance of meetings in any YNHHS, NEMG or YSM location. Requires visits to project sites during the course of the build out. Requires walking long distances for customer meetings and may require moving from one work site to another. Must be able to lift and carry 20 pounds. Continuous use of telephones requiring ability to hear and speak to convey detailed or important instructions accurately. Must be able to manage multiple priorities and work in fast paced environment. Use of computer and other office equipment requiring excellent keyboarding skills.

Responsibilities

Project Coordination
Attend all facility construction meetings
Meet with customers to develop business requirements
Design telecom solutions to meet customer objectives and manage the implementation
Trains users in use of telephone system hardware, features and applications
Liaison between Telecommunications, Network, Telecom Provider, Electrician or cabling contractor and others
Project Finance
Estimate costs for infrastructure, hardware, applications, accessories
Order appropriate equipment
Manage budget and PO process
Alert project team of any cost/budget changes
Assure all charge backs are accurate in Telemanagement system
Pinnacle Project Inputs
Input projects into PinnacleTelemanagement System
Update any changes to project data
Assures all Analyst TSR's are accurately closed and database updates are correct
Customer Service
Continually demonstrates professionalism and respect for team mates and customers
Demonstrates exceptional communication skills
Answers calls and returns e-mails promptly
Works across multiple organizations to achieve objectives