Telecom Analyst

Gillette Children's • St Paul, MN

13d • $81,244 - $121,908 • Onsite

About The Position

The Telecommunications Analyst is responsible for ensuring the integrity, deployment, and maintenance of the company’s cloud-based IP telephony voice communication systems, including softphones, call centers, and PoE desk phones. This role encompasses managing day-to-day changes, onboarding, offboarding, and projects related to VoIP initiatives. It also involves planning technology roadmaps, configuring, and optimizing all VoIP and cloud-based telephone systems and services, both internally and those integrated with Internet-based services. Hours: Monday-Friday between 7:00am-5:00pm. Occasional after-hours and weekend support based on system maintenance and upgrades. Primary work location is onsite in St Paul, MN with some travel to Gillette's other locations within the Twin Cities. The Telecommunications Analyst works closely with other Information System teams and departments to integrate telecommunications systems with other technology and applications. This position maintains comprehensive documentation of telecommunications systems and activities, providing regular performance and status reports to management. Additionally, the role provides comprehensive support for various communication technologies within the organization. This includes managing and troubleshooting voice products, mobile devices, audio-visual equipment, and other wireless communication tools. The analyst supports platforms such as Microsoft Teams and PerfectServe ensuring the smooth operation of contact centers and desk phones. Maintaining Service Level Agreements (SLAs) to ensure telephony functions meet business expectations is crucial, highlighting the importance of reliability and efficiency in communication systems. This multifaceted role requires both technical expertise and a strong understanding of business needs. Compensation & Benefits The annual salary range for this opportunity is $81,244/annually to $121,908/annually, with a median salary of $101,576/annually. Pay is dependent on several factors including relevant work experience and internal equity. Salary is just one component of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package, including a retirement saving match, tuition and certification reimbursement, paid time off, and health and wellness benefits for .5 FTE and above.

Requirements

• Bachelor’s degree in computer science, MIS, Business Administration, Information Technology, or equivalent experience.
• Experience with enterprise applications including (but not limited to) Microsoft Suite products, OneDrive, OneNote, SharePoint, and browsers.
• Minimum 3 years’ experience as a telecommunications specialist or VoIP/IP telephony systems, software, and hardware.
• Strong hands-on knowledge of the configuration and optimization of VoIP equipment. and related Network Infrastructure.
• Technical expertise in VoIP/IP telephony systems, including configuration, management, SIP trunking, and IP-PBX technologies.
• Strong networking knowledge (TCP/IP, DHCP, DNS), including troubleshooting and cabling/wiring fundamentals.
• Understanding of contact center operations, telephony reporting, and workflow configuration.
• Familiarity with healthcare privacy standards (HIPAA/PHI) and awareness of emerging telecom technologies.
• Proficiency with collaboration and AV tools (e.g., Microsoft Teams, Zoom, audio/video conferencing systems).
• Experience leading or supporting telephony-related projects and system implementations.
• Strong analytical, troubleshooting, and problem-solving skills.
• Effective communication skills with the ability to interpret technical documents and train end-users.
• Ability to partner with vendors and work both independently and collaboratively.

Nice To Haves

• MBA, MHA, or related master’s degree.
• 8x8 or other telecom vendor certifications.
• Knowledge of healthcare information system standards and regulations (HIPAA, PHI).
• Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate
• Microsoft 365 Certified: Teams Administrator Associate

Responsibilities

• Application Support: Coordinate installation and support for telecommunications infrastructure and associated software, including AV, Faxing, call centers, paging, and any other telephony application or Configure, test, maintain, monitor, and troubleshoot end-user telecommunications hardware, telephony devices, and voice/data hardware products. Prioritize and respond to incoming tickets, calls, pages, and emails concerning equipment and phone or line connectivity issues. Assist in coordinating with vendors for installation planning and maintenance of network cabling, wiring, and cabling needs. Maintain and update our faxing solution, helping with training guides and customer troubleshooting. Oversee all paging applications and train customers. Conduct annual meetings with departments to review telephony programming, configurations, and volume. Monitor and analyze system performance data to identify areas for improvement.
• Maintain Telephony Inventory Design, develop, and implement AV conferencing systems for various platforms. Provide technical guidance and support to end-users.
• System Configuration and Customization: Support telecommunications infrastructure and associated software, including Faxing, call centers, voice mail, and AV Conferencing rooms among other telecommunications related devices or products. Manage Phone number allocation, caller ID, Specialized workflow, and recommendations. Maintain audit reports for unused extensions or voicemail and license details. Implement and manage change management processes for Telecommunications. Configure auto attendants, phone numbers, and ring groups. Maintain and manage all programming and configuration in the phone system platform. Customize workflows and scripts for the contact center and manage the contact center analytics. Troubleshoot and resolve issues related to phones, headsets, pagers, and cell phones.
• Application Maintenance and Upgrades: Oversee and coordinate telecommunications activities and projects. Manage licenses and ensure compliance. Perform day-to-day maintenance tasks, such as adding and terminating users. Maintain documentation and inventory of telecommunications equipment and systems, including documenting department or organizational workflows and writing procedure articles.
• Strategy and Planning: Work with supervisors and managers to improve processes and workflows. Conduct annual reviews with departments to ensure systems are meeting their needs. Advise on process improvements and changes. Conduct root cause analysis for downtime and suggest solutions. Preventative maintenance on Red Phones and Telephony firmware updates

Benefits

• Gillette supports career progression and offers a competitive benefits package, including a retirement saving match, tuition and certification reimbursement, paid time off, and health and wellness benefits for .5 FTE and above.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level