Senior Telecommunications Analyst

POSITION SUMMARY:

The Senior Telecommunications Analyst at BMCHS is responsible for the engineering, design, administration, and maintenance support of voice communication systems and associated network infrastructure across the health system. This role serves as a subject matter expert (SME) and a Tier 3 escalation point for telecommunications technologies and provides expert-level technical support, documentation, and troubleshooting data/voice network problems such as carrier and/or internal SIP trunking, T1, QoS and VLan tagging and LAN/WAN connectivity issues. The Senior Telecommunications Analyst will also be the key contact for vendor support, and interfaces closely with various IT teams to ensure optimal voice and communication services.

Position: Senior Telecommunications Analyst

Department: Telecom

Schedule: Full Time

Location: Hybrid (also available to work out of Brighton, Brockton or Boston if needed)

ESSENTIAL RESPONSIBILITIES / DUTIES:

Engineers, designs, documents, troubleshoots and administers system software of telecommunications systems including:

• Cisco Call Manager v15, Unity Connection and auto attendant menus, Emergency Responder, & VG-310, VG-320, VG-350 Analog gateways, Eleveo CallRECording platform

  • 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.

  • Participate in voice infrastructure projects, including system upgrades, migrations, and new site deployments and management of telecom systems including patching, version control, and hardware/software refreshes.

• Ring Central – Administer and support cloud based voice platform for UC end users EX and Call center agents & Studio Scripting for NICE CXone Call flows, RingClone, both soft phones integrated with MS-Teams/WebRTC, peripheral voice applications/plug-ins, & and Yealink/Poly hardphones. Persist and Persist+ gateways 

• Avaya Communications manager v17, System & Session Mgr, Aura Messaging & Conferencing, CMS, VeraSmart Call Accounting and Virtual Observer call recording platform, G430, G450 media gateways & G650 cabinets/cards. 

• Participate in end user (remote and in person) support including technical/admin training and documentation of telephone and voice mail systems for IT/Telecom team staff

• Collaborate 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.

• Perform and schedule regular backups of systems, troubleshooting using tools such as Wireshark, Solarwinds, TraceSBC and integration with Telephony peripheral systems such as SPOK paging, Overhead paging, Call Recording, IVR

• Document and deliver technical and administrative training for end users and internal IT/Telecom team members, including detailed documentation for telecom configurations, SOPs and Maintain accurate records of call flows, dial plans, IP schemas, and QoS configurations

• Serve as the primary escalation point for the Telecom team, providing mentorship and support to junior analysts.

• Provide hands-on support at regional sites and participate in on-site implementations or troubleshooting as needed.

• Engage with vendor NOCs and third-party telecom providers for escalations, circuit issues, and service improvement initiatives

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor of Science Degree in computer science and four to five years of combined work experience in telecommunications and information technology network systems; or equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED:

• Cisco Certification network or voice/IP phone systems and/or Avaya systems and/or Ring Central Admin training program.

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Excellent/professional written, verbal communication and presentation skills

• Working knowledge of Service Now ticketing system, as well as carrier support portals (such as Verizon, Windstream, Ring Central, Granite Communications) and vendor support systems. 

• Protocols & Technologies: SIP, H.323, MGCP, SCCP, RTP, QoS, DHCP, DNS, SNMP, E911.

• Familiar with Office 365 application suite including Visio, OneNote, Notepad++, Putty

• Familiar with voice and data cabling, and wireless technologies.  Knowledge of various cable termination types including 110, BIX, 66, Amphenol, RJ-11x & RJ-45 TIA 568 A & B, T-1 pin outs, and wiring color codes, cross connect wire and Cat 5, 5e and 6 wiring and terminations.

• Familiar with Data center cabinet layout, fiber termination types ST, SC, LC, power distribution units and requirements

Equal Opportunity Employer/Disabled/Veterans

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