Job Description

POSITION SUMMARY :

Telecom Specialist will be responsible for day to day operations for BMCHS which includes Boston Medical Center MAIN, BRIGHTON & SOUTH campuses and 40 REMOTE CLINICS as well as, Boston Medical Center Healthnet Plan. They will design, evaluate and maintain telecommunication technologies such as VoIP, TDM, Analog, CMS, voicemail, Conference calling, call recording and hard and softphone deployments.

Position: Telecommunications Specialist - Community Hospitals      

Department: Telecom

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Manages and supports all moves, adds and changes
• Works daily Service Now tickets as day to day operations for clinical and administrative staff.
• Manages inventory of telephones, softphones, extensions, headsets, jacks and voice mail boxes
• Enhanced customer reputations by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the customer
• Utilize programs and software such as Cisco, Ring Central & Avaya voice applications or other unified communication suite programs including but not limited to CMS, Aura messaging and conferencing, NICE in contact, Virtual Observer, Avaya One-X agent. This includes configuration, tracing, troubleshooting, analyzing logs, station and system programming.
• Ability to program contact center applications which includes skills/hunt groups, vector programming and agent configuration
• Meets with department management and consultants to assess Telecommunications needs related to telephony requests and makes recommendations.
• 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.
• Evaluates the capabilities of existing technology and the potential application of new technology.  Provides recommendations for resources to meet client needs; develops new methods for improving services.
• 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
• Ensures working around project deadlines, scheduling, and priorities.  Response time is often critical.
• Utilizes hospital's Values and Attributes as the basis for decision making and to facilitate the department’s and the hospital’s mission.
• Part of a rotational 24x7 on call team to support the business on and off hours
• Other duties as assigned by management

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

• 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.

PREFERRED EDUCATION AND EXPERIENCE:

• N/A

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED :

• N/A

CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED :

• 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.

Equal Opportunity Employer/Disabled/Veterans

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