Telecom Analyst/Tech III in Woburn, MA at Beacon Health Options

Date Posted: 10/22/2018

Job Snapshot

Job Description

About The Position:

The Senior Telecommunications Engineer is responsible for the architecture, design, implementation and maintenance of Beacon Health Options Avaya telecom systems spanning multiple locations across the Unites States.  Partners with IT teams’ members to develop strategies and implementation plans for new initiatives and/or to resolve complex problems.  Oversees the day-to-day operations, Interactive Voice Response (IVR) and office phone systems through management of 3rd party vendors and coordination of IT site support.  Fully accountable for the administration, seamless operation and troubleshooting of Avaya equipment, vendor activities and circuit provisioning.  This position is responsible for the integration and support of large IP Telephony and IP contact Center Technologies. This position will also work with junior level engineering positions to provide guidance and training in a collaborative environment. 

Position Responsibilities:

  • Design, develop, implement, maintain, and enhance telecommunication networks, systems and equipment including:  Avaya Configuration Management, Session Initiation Protocol (SIP), Session Border Controllers, VOIP, and multiple Call Center Applications across the various office environments.
  • Implements and Maintains advanced telecommunication applications and systems such as CMS, NICE, Unified voice messaging platforms, call accounting to ensure end user effective operations and end user satisfaction.
  • Provides detailed analysis on existing telecommunication networks and equipment and identifies opportunities for improvement while maintaining maximum efficiency and availability for all telecommunication infrastructures 
  • Leads and ensure effective project mgt of internal and 3rd party staff for all Voice / Telephony support and technology to minimize service interruptions with minimal supervision.   Fully accountable to plan, communicate project plans and remediation activities required for any service affecting activities.
  • Oversees 3rd party vendors and may provide tactical input or perform routine system administration and maintenance on local or remote locations.
  • Provide mentoring and training, toe members of the Telecom Team, Technical Help Desk in supporting the Avaya platform
  • Develops, maintains accurate documentation for all telecommunications systems such as Toll-Free Numbers, Call center routing, trunking, Voice announcements scripts and telephony configuration documentation.
  • Proactively analyzes, troubleshoots and resolves telecommunication system and circuit issues in a timely manner independently or through management of 3rd party resources.
  • Resolves open telecom tickets and issues or partners with respective resources to ensure timely resolution, documentation, and preventive measures are in place.
  • Provides high level escalation support of complex IP telephony and call center technologies and development of new and/or improved voice technologies while maintaining the existing global telephony infrastructure 
  • Experience partnering and communicating directly with different levels of the organization including VPs, directors, managers and supervisors to identify businesses requirements.
  • All projects as deemed necessary by your supervisor.

Position Requirements:

  • Education: BA or BS in a computer-related field, or equivalent system administration certification & experience 
  • Licenses: Avaya, ACSS, ACIS, VOIP certification a plus

Relevant Work Experience:

  • Minimum of 7+ years of experience in managing Avaya telecommunication platforms, voice/data communications, maintenance and implementation.
    • Advanced level of knowledge of VOIP systems; call center technology and Infrastructure, Avaya Call Management System (CMS) 
    • Advanced level knowledge and demonstrated understanding of architecture, applications, infrastructure, systems design and integrations.
    • Knowledge of Call Detail Record products (CDR), Call Recording Technology (NICE), Voice Network Monitoring tools, e911 Technology 
    • Strong knowledge of networking principles to include basic understanding of TCP/IP, IP subnetting, VLANs, Ethernet, routing and switching, DHCP, DNS and QoS 
    • VoIP Expert Knowledge of CTI application in a Call Center Environment.
    • Understanding of WAN technologies, knowledge of SIP and H.323 protocols, voice carrier networks 
    • Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions
    • Well versed in developing technical diagrams with tools such as Microsoft Visio, Project, Excel, Word
    • Excellent people skills with ability to handle difficult personnel situations 
    • Must be able to communicate effectively with technical and non-technical audiences 
    • Maintain, monitor, report and remediate telecom system compliance levels in accordance with IT general controls, IT polices, change management and system development life cycle.
    • Provide 24x7 on-call support and have the ability to closely partner with managed service partner.
    • Ability to work evenings and weekends when required
    • Ability to grasp new concepts quickly
    • Ability to understand the problem, resolve complex issues quickly and effectively communicate it for others
    • Mature and self-motivated professional able to work in a fast-paced and constantly changing environment.

To Apply:

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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment.  EOE/AA/M/F/Veterans/Disabled