The Voice Communications Engineering Specialist evaluates, designs, implements and maintains voice and information technology network systems such as PBX, Voice Mail, ACD, IVR, and unified communications systems (Communications manager, Unified voice mail, IPCC, Audio/Video conferencing). Serves as technical liaison to departments within Partners HealthCare System and serves as vendor contact. Administers traditional telecommunications systems (TDM), unified communications (UC) systems and the migration from TDM to UC.
Plans and evaluates complex voice network implementations, as well as makes recommendations to design in order to ensure voice network stability and optimum performance. Provides expert troubleshooting of a wide variety of voice network-related problems. Provides in-depth understanding of a wide variety of voice applications and services that ride on the Partners network.
Principal Duties and Responsibilities
Processes Voice Telecommunications work order requests through programming TDM and unified communications systems such as PBX, Voice Mail, Automatic Call Distribution (ACD), VOIP, unified voice mail, IP contact center, and audio/voice conferencing equipment.
Evaluates and maintains the system design and inventory on many PBXs, Voice Mail, Centrex systems, VOIP, unified voice mail, IP contact center, and audio/voice conferencing equipment by running reports, reviewing hardware and software, and making recommendations to management for system upgrades and additional equipment installations.
Manages, develops, designs, and implements projects such as Wireless, Centrex, ACD, Enhanced Call Processing applications, VOIP and unified messaging including migrations from TDM to VOIP
Implementation and configuration of Nortel voice and data technologies along with Cisco Unified Communications products such as communications manager (CUCM) Unity voicemail, IPCC, Meetingplace and IP communicator.
Meets with department management and consultants on site to assess Telecommunications and IS Services needs related to voice and data networks by surveying areas for work order requests and making recommendations.
Collaborates with outside vendors on new site and renovation projects of high complexity for voice and data solutions.
Provides technical and administrative direction to peers, and less experienced staff, by training on department policies and procedures to ensure proper installation of PBX, Voice Mail, ACD, miscellaneous voice systems, and cabling structure installations, upgrades, and preventive maintenance.
Assists in maintaining standards to ensure proper billing allocation to departments for telecommunications expenses and accuracy for maintaining inventory.
Assists, when necessary, in the evaluation of vendor proposals to determine if a vendor solution meets the business need.
Communicates planned and unplanned disruption of service to clients and Informational Services staff in a timely manner.
Communicates work progress to management to ensure that other systems are not adversely affected on an as needed basis or as part of on site weekly staff meetings.
Ensures working around project deadlines, scheduling, and priorities. Response time is often critical.
Responsible for providing weekly updates to the Telecommunications Corporate Manager as part of on site departmental meetings.
Follows established hospital Joint Commission and safety procedures.
Monitors voice network traffic to ensure optimum uptime and performance in a proactive manner utilizing network management tools.
Qualifications:
Bachelors degree in Information Systems, Computer Science, Electrical Engineering, a related technical field or equivalent experience required.
5+ years related experience including:
- Experience in a telecommunications customer service related position within a multi-site environment
- Experience with configuration and implementation of Nortel PBX and Voice Mail systems or equivalent.
- Experience with Cisco Call Manager (CCM), Cisco Contact Center (IPCC), Unity Unified Messaging and MeetingPlace
- Experience in managing integrated email, phone and other communication systems such as between MS Exchange and Unity
- Experience operating/designing voice communication systems
- Experience with DNS, DHCP, domains and TCP/IP based applications
- Experience with upgrading the various Cisco voice components
- Experience with network, systems management and monitoring tools is desired
- Experience with LAN and WAN QOS design and configurations is desired
- Experience with troubleshooting, trend analysis, and voice QOS tools is desired
- Experience with upgrading the various Cisco voice components
- understanding of IVR design is desired
- The following certifications are preferred:
- CCNA voice
- CCVP
Skills/Abilities/Competencies Required
- Excellent interpersonal and customer service skills as well as effective writing and verbal skills.
- 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.
- Knowledge of Windows 2k, XP, MS Office (Outlook, Excel, Word, Project, Powerpoint), Sharepoint, and Visio
- Unix, Sun OS, or other related OS are desired
- Nortel NCTS, NCSS, NCDS are desired
- Nortel NCTE, NCSE & NCDE are desired
Salary/Benefits: Salary commensurate with experience
Partners HealthCare offers a comprehensive benefits package,
including a choice of six medical plans, two dental plans,
prescription drug and vision coverage, generous Paid Time Off,
disability coverage, retirement plans, flexible spending
accounts, and tuition reimbursement.
Job Location: Boston, MA
Job Number: 6366
Company URL: http://www.partners.org
Company Profile:
Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Partners HealthCare is a network of integrated hospitals and physicians providing cutting-edge patient care, teaching, and research. Over 3,000 professionals work behind the scenes to help keep Partners at the forefront of medicine, including those in Information Systems, Finance, Human Resources, Development, Real Estate, Legal Counsel, Business Planning, and other administrative capacities. Enjoy the benefits of a strong, stable organization; the largest health system in New England and the largest non-government employer in Massachusetts.
Partners Healthcare System is an Equal Opportunity Employer.
