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Jobs · Information Technology · Massachusetts

Telecommunication Specialist

Boston Medical Center (BMC) · Boston, MA · 2 wk ago
On-siteInformation Technology$63k–$91k/yrFull-time

Position Summary

The Telecommunication Specialist will oversee 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, as well as other peripherals.

Essential Responsibilities / Duties

  • Engineers, designs, documents, troubleshoots, and administers system software of telecommunications systems including managing and supporting all moves, adds, and changes.
  • Works daily on Service Now tickets for clinical and administrative staff, ensuring response times are critical and around project deadlines.
  • Participates in end-user support, including technical/administrative training and documentation of telephone and voice mail 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.
  • Serves as the primary escalation point for the Telecom team, providing mentorship and support to junior analysts, and collaborates with outside vendors on high-complexity projects such as installations, upgrades, and maintenance on voice and data networks including SIP, PRI, LAN/WAN, and POTS.
  • Maintains accurate records of call flows, dial plans, IP schemas, and QoS configurations, and documents and delivers technical and administrative training for end users and internal IT/Telecom team members, including detailed documentation for telecom configurations, SOPs.
  • Communicates work progress to management to ensure other systems are not adversely affected on an as needed basis or as part of bi-weekly staff meetings.

Primary Skills Set

  • 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, & Yealink/Poly hardphones.
  • 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.

Secondary Skill Set

  • Manage 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

  • 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.
  • 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.

Compensation Range

$62,500.00 - $91,000.00

Note

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

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