VoIP Engineer

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Company: Athenahealth
Location: Watertown, MA
Date Posted: July 24, 2014
Source: athenahealth
VoIP Engineer
 
The VoIP Engineer will be part of a team responsible for delivering and supporting business-critical telecommunications services to employees, call center, and customers. The VoIP Engineer will also contribute to the planning, engineering design, management, and implementation of projects to innovate and improve telecom services at athenahealth. These services include large outbound dialing platforms; a geographically redundant faxing environment for electronic health records; a multitenant Avaya PBX; and a SIP-enabled call center. The role will be 50% design and engineering and 50% troubleshooting and operations. 
 
Specific responsibilities may include, but are not limited to: Manage projects that deliver continuous improvement of telecom services. This includes gathering requirements from business owners; identifying problems and areas of improvement; and engineering and implementing solutions. Administration, support, maintenance, and monitoring of telephony applications including:acme packet session border controlleraudiocodes media gateway/SBCLync UCAvaya PBXAvaya Aura Contact CenterModular Messaging voicemail systemCreate documentation including ...
VoIP Engineer
 
The VoIP Engineer will be part of a team responsible for delivering and supporting business-critical telecommunications services to employees, call center, and customers. The VoIP Engineer will also contribute to the planning, engineering design, management, and implementation of projects to innovate and improve telecom services at athenahealth. These services include large outbound dialing platforms; a geographically redundant faxing environment for electronic health records; a multitenant Avaya PBX; and a SIP-enabled call center. The role will be 50% design and engineering and 50% troubleshooting and operations. 
 
Specific responsibilities may include, but are not limited to: Manage projects that deliver continuous improvement of telecom services. This includes gathering requirements from business owners; identifying problems and areas of improvement; and engineering and implementing solutions. Administration, support, maintenance, and monitoring of telephony applications including:acme packet session border controlleraudiocodes media gateway/SBCLync UCAvaya PBXAvaya Aura Contact CenterModular Messaging voicemail systemCreate documentation including design, build, and operations plans.Act as escalation point for carrier-side circuit or routing issues. Coordinate installation or modification of telecommunication hardware and related equipment including servers, gateways, and circuits.Provide superior customer service to internal and external clients, including response to escalations, proactively notifying customers of telecom issues, and assessing and communicating business impactWork with internal customers and third-party vendors to support, maintain, and optimize tools used in call center environment. These include but are not limited to call recording, workforce optimization, and reporting applicationsTriage incidents escalated from more junior team members in accordance with Service Level AgreementParticipate in 24x7 on-call rotation.  Follow IT change control best practices for predictable results.Required Skills Strong knowledge of data networking; VoIP & QoS; H.323 & SIP; and protocol analysis.Demonstrated ability to implement and troubleshoot carrier SIP and Session Border Controllers in an enterprise environmentUnderstanding of dial plan analysis, call routing best practices, skills-based routing, CTI, PBX components and functions, call detail reporting, call recording systems and workforce management systemsFamiliarity with unified communications and mobility products and strategies.Familiarity with FoIP and T.38 At least three years of experience supporting enterprise telephony systems  At least three years of experience supporting enterprise call centersAt least three years of experience working in a production, 24x7 environmentRelevant experience turning-up, testing, and troubleshooting telephony systems and integrated applicationsExcellent systems analysis, troubleshooting skills and critical thinking skills Interest in teaching and mentoring more junior staff. SQL a plusRequired of All Employees of Technology Operations [Department-specific requirements]:Ability and desire to learn independently as well as in a team; Ability to manage time well and meet multiple deadlines in a sometimes hectic environment; Excellent writing and communication skills. Required of all athenahealth employees:

Performance Dedication to the corporate mission to become the most trusted and effective business service to health care providers in the world; Commitment to athenahealth’s social mission to improve the quality of healthcare for all; Commitment to athenahealth’s Corporate Compliance Code, including escalation of all compliance issues through the chain of command and to the company’s Compliance Officer and/or General Counsel; Unconditional support of athenahealth’s cultural mission to be a community of teachers, learners and winners, including: Belief in the primacy of the group over the individual – that “super-performers” are those who most help the performance of those around them rather than those who produce the most themselves; Creating a virtuous circle of learning and innovation through fostering his/her innate curiosity and desire to: 1) master his/her job, 2) innovate in his/her area of responsibility, whatever its scope and 3) teach other athenistas about what s/he has learned; Demonstrate unconditional positive regard for the personal worth (distinct from a particular individual’s actions) of all other athenistas, and act accordingly; Fueled by the passionate desire to make his/her role and athenahealth a terrific success, every athenahealth employee will do what it takes to get the job done, including sometimes working unpredictable, long hours to perform a diverse array of tasks.
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