Telecommunication Specialist

Boston Medical Center•Boston, MA

About The Position

The Telecom Specialist will be responsible for the day-to-day operations for BMCHS, which includes 3 Boston Medical Center campuses, 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, along with other peripherals. This is a Full Time position within the Telecom Department.

Requirements

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
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.

Nice To Haves

Cisco Certification Networking Associate (CCNA) and/or Cisco Certification Voice Professional (CCVP).
Avaya Certified Support or Implementation Specialist.

Responsibilities

Engineers, designs, documents, troubleshoots, and administers system software of telecommunications systems.
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, as response time is often critical.
Participates in end-user (remote and in-person) support, including technical/admin training and documentation of telephone and voicemail systems for IT/Telecom team staff.
Collaborates 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.
Performs and schedules 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, and IVR.
Documents and delivers technical and administrative training for end users and internal IT/Telecom team members, including detailed documentation for telecom configurations, SOPs.
Maintains accurate records of call flows, dial plans, IP schemas, and QoS configurations.
Serves 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.
Administers and supports 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.
Manages call routing, dial plans, voicemail systems, hunt groups, and auto attendants to ensure optimal call flow and user experience.
Troubleshoots and resolves complex voice, video, and collaboration issues across enterprise environments.
Maintains, monitors, and optimizes 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.
Participates 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.