Voice Comm, Master Engineer

Mass General Brigham•Somerville, MA

1d•Hybrid

About The Position

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Under the general direction of the Enterprise Telecom Senior Manager, this position will focus on engineering, designing, implementing, operationalizing and providing Tier 3 level technical support for Cisco VoIP applications and communications-based enterprise applications across Mass General Brigham institutions. This individual will play a lead role in architecting and deploying core Cisco VoIP application infrastructure and in leading Tier 3 support as needed. This position is technical in nature, requires a lead technical role and a 'hands-on' approach to evaluating, configuring, deploying, and troubleshooting Cisco VoIP applications. This role will work toward standardizing Cisco VoIP core systems and processes, enterprise wide, and other communication solutions across Mass General Brigham and its affiliates. S/he works closely with business executives, IT executives, and cross-functional teams to identify and manage Enterprise Telecommunications initiatives within and across the organizations. S/he supports VoIP infrastructure architecture, application roadmaps, and strategies for telecommunications enterprise applications. S/he leads in the design, implementation, and maintenance of support systems, and will also assist in the piloting and testing of services. The Voice Communications Master Engineer will work closely with the Senior Manager in efforts to reduce overall telecommunications expenses and increase value for our customers. S/he should be knowledgeable with voice and data networking environments such as VoIP, LAN/WAN, SIP, wireless, and outside carrier services, such as SIP Trunking, T1, PRI, DS3, MPLS, 1MB. The candidate will use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Requirements

Bachelor’s degree in Information Systems, Computer Science, or a related technical field.
10+ years’ related experience including: Networking, VoIP, or telecom industry experience.
10+ years of ‘hands-on’ experience with deploying and supporting Cisco VoIP Applications.
Strong technical knowledge of VoIP applications, with experience in configuring and implementing Cisco VoIP Applications, including but not limited to Communications Manager, Unity Connection, CER and WCCE.
Experience with performing Tier 3 VoIP troubleshooting.
5+ years of “hands-on” experience with VMware virtualized environment including ESXi 7.0 and later and vCenter platform.
Knowledgeable in IP Telephony, Unified Communications, wireless, data networking, telecommunications, video technologies, handheld technologies, messaging, and Call Center Background with Call Center technologies.
Experience in technology research, evaluations, business case development, RFI/RFP process, and vendor management.
Experience with DNS, DHCP, domains and TCP/IP based applications.
Must possess operational network LAN/WAN and VoIP telecommunications experience.
Previous experience performing technical evaluations, design and architecting, formulating technology migrations, implementing pilots, developing support models and how to operationalize systems.
Demonstrated skill to have oversight of four or more large projects or implementations simultaneously within an enterprise environment.
Experience with Cisco Communications Manager, Cisco Unified Contact Center, Cisco Unity Connection and Cisco CER.
Strong knowledge of virtualization technologies, such as VMware and vCenter.
Excellent multi-tasking skills.
Experience operating/designing voice communication systems.
Experience with Voice Firewalls such as SecureLogix.
Experience with 3rd party applications such as InformaCast, eFax, etc.
Excellent interpersonal skills to effectively communicate with cross-functional teams including staff at all levels of the organization including both technical and non-technical personnel.
Ability to manage multiple customer priorities at a given time.
Ability to prioritize and work with designated support groups as needed.
Ability to work independently with general supervision.
Ability to articulate technology to non-technical peers, management, staff, clinicians, research, or administrative staff.
Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds, and levels within and external to the organization.
Ability to learn new technologies quickly.
Self-motivated and ability to work with minimal direction.
Knowledge of Windows OS, Linux, and Office 365 (Outlook, Excel, Word, Project, PowerPoint), SharePoint, Visio, etc.

Nice To Haves

Experience with network, systems management and monitoring tools is desired.
Experience with LAN and WAN QOS design and configurations is desired.
Experience with upgrading the various Cisco voice application components.
Understanding of IVR design and ACD is desired.
CCNP Voice highly desirable.
CCIE Voice certification is preferred.

Responsibilities

Take lead technical role to plan, evaluate, architect, and configure complex VoIP implementations, as well as make recommendations to design to ensure voice network stability and optimum performance.
Provides expert Tier 3 level troubleshooting of a wide variety of voice network related problems.
Design, implement and configure Cisco voice and data technologies, including Cisco Unified Communications products such as Communications Manager (CUCM), Unity Connection (CUC) and Cisco Emergency Responder (CER).
Perform process reviews using monitoring systems and designs and maintains a stable operations environment for these solutions.
Monitors voice network traffic to ensure optimum uptime and performance in a proactive manner utilizing network management tools.
Develop Unified Communication strategies, plan, design and optimize high level voice, video, and network solutions.
Perform network readiness, collaboration assessments and utilization analysis to proactively determine growth based on the business demands.
Establish and track operational service level expectations within and outside MGB and take necessary steps to assure acceptable service levels.
Works closely with the Enterprise Telecom Senior Manager in the development of information and telecommunications management policies, standards, and procedures across all institutions.
Shares Enterprise Telecommunications plans and reports on group activities with site leadership and other managers within and outside of MGB Digital.
Gains an understanding of the plans and activities of other groups to properly measure and influence the overall effectiveness of the Telecommunications group in meeting the institutional needs.
Provides technical and administrative direction to peers, and less experienced staff, by training on department policies and procedures to ensure proper installation of voice and network systems.
Build, maintain and audit all voice network related documentation as it relates to configuration, processes, service records, asset inventories, topologies, administration manuals, job instructions, support contacts, etc.
Performs technical evaluations of products, platforms, or 3rd party integrations.
Has technical competence and comfort level to challenge and refute technical impediments and designs.
Works with business stakeholders and IS technical staff to develop business requirements to enhance platform, system, or application roadmap direction.
Researches, identifies, and evaluates major VoIP technology advancements to maintain MGB awareness of and adherence to industry standards, thus assuring cost-effective deployment of Telecommunications systems.
Drive the evolution of convergence at the platform and application level.
Maintain and enhance the VoIP Lab environment.
Leads technical planning and system management responsibilities for VoIP core infrastructure to ensure availability and compatibility of required resources for development and implementation activities.
Responsible for creating and managing project plans to ensure resources, dependencies, timelines, schedules, and completion dates are not compromised.
Tracks and validates revisions to project configuration, submits for approval of job change orders, and validates accuracy of invoices received for payment.
Responsible for organizing and leading project meetings, technical evaluations, including project team and vendor support meetings to articulate project status updates.
Requests and solicits team member feedback on project concerns or potential issues.
Responsible for prioritizing projects, and developing milestones, phases, and tasks related to the Enterprise Telecom department and Mass General Brigham priorities.
Provides management direction and oversight for technical projects.
Works closely with hospital and MGB Digital management and/or end-users to define telephony business needs, develop strategic approach, as well as develop scope and work plans to meet both system and operational objectives.
Act as the escalation path for staff, ensuring that projects are completed on time and within budget.