Telecommunication Specialist
Department: Telecom
Schedule: Full Time-Onsite
Job Description
Our Client is looking for a fulltime Telcom Specialist. The Telecommunication Specialist will be responsible for the day-to-day operations, administration, support, and maintenance of enterprise telecommunications environments. This role will design, evaluate, troubleshoot, and maintain telecommunications technologies including VoIP (on-premises and cloud), TDM, analog, voicemail, conference calling, call recording, and hard and softphone deployments, as well as related telecommunications peripherals and integrations.
The ideal candidate will have strong experience supporting enterprise voice environments, with a primary focus on RingCentral and secondary experience with Cisco and/or Avaya telecommunications platforms.
Essential Responsibilities / Duties
- Engineer, design, document, troubleshoot, and administer enterprise telecommunications systems and related software.
- Manage and support all telecommunications moves, adds, changes, and user provisioning activities.
- Work daily service tickets and provide day-to-day telecommunications support for clinical, administrative, and corporate users.
- Prioritize work according to project deadlines, schedules, business priorities, and service-level requirements. Response time is often critical.
- Participate in end-user support, both remotely and in person, including technical and administrative training related to telephone, voicemail, and collaboration systems.
- Collaborate with cross-functional IT teams, including Network, Information Security, Service Desk, Data Center, PMO, and business/call center leadership, to ensure voice services are secure, scalable, integrated, and reliable.
- Troubleshoot escalated incidents and support complex call flows and telecommunications-related projects.
- Perform and schedule regular system backups and utilize troubleshooting and monitoring tools such as Wireshark, SolarWinds, and TraceSBC.
- Support integrations with telecommunications peripheral systems, including paging, overhead paging, call recording, IVR, and other voice applications.
- Develop and maintain technical and administrative documentation, SOPs, system configurations, call flows, dial plans, IP schemas, and QoS configurations.
- Deliver technical and administrative training to end users and internal IT/Telecom team members.
- Serve as a primary escalation point for the Telecom team, providing technical guidance, mentorship, and support to junior analysts.
- Collaborate with external vendors on complex telecommunications projects, including installations, upgrades, maintenance, and troubleshooting of voice and data network technologies such as SIP, PRI, LAN/WAN, and POTS.
- Communicate work progress, project status, risks, and potential system impacts to management and relevant stakeholders.
- Manage call routing, dial plans, voicemail systems, hunt groups, auto attendants, and related call-flow configurations to ensure an optimal user experience.
- Troubleshoot and resolve complex voice, video, and collaboration issues across enterprise environments.
- Maintain, monitor, and optimize Cisco voice gateways, SIP trunks, and analog line integrations (FXO/FXS), including survivable remote site telephony (SRST) and enterprise voice resiliency features.
- Participate in voice infrastructure projects, including system upgrades, migrations, new site deployments, patching, version control, and hardware/software refreshes.
Primary Technical Skill Set — RingCentral
- Administer and support cloud-based RingCentral voice platforms in large enterprise environments.
- Support Unified Communications (UC) users and contact center environments.
- Configure and troubleshoot call flows and contact center functionality.
- Support NICE CXone call flows and Studio scripting.
- Support RingClone and related voice applications and integrations.
- Support softphones integrated with Microsoft Teams and WebRTC.
- Support peripheral voice applications, plug-ins, and related integrations.
- Support Yealink and Poly hardphones.
- Support PRI and analog gateway environments.
Secondary Technical Skill Set — Cisco
- Cisco Unified Communications Manager (Call Manager), including current enterprise versions.
- Cisco Unity Connection and automated attendant menus.
- Cisco Emergency Responder.
- Cisco VG-series analog gateways.
- Enterprise voice gateway configuration and troubleshooting.
- Call recording platforms and related integrations.
Additional Technical Experience
Experience with Avaya telecommunications environments is preferred, including:
- Avaya Communication Manager
- Avaya System Manager and Session Manager
- Avaya Aura Messaging and Conferencing
- Avaya CMS
- Call accounting platforms
- Call recording and monitoring platforms
- Avaya media gateways and related hardware
Job Requirements
Required Education and Experience
- Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field, with at least five years of experience working with telecommunications and information technology network systems; or an equivalent combination of education, training, and experience.
- RingCentral experience is required.
- Demonstrated experience administering and troubleshooting enterprise telecommunications and voice environments.
- Experience supporting VoIP, SIP, analog, TDM, voicemail, call routing, and related voice technologies.
Preferred Certifications
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Voice Professional (CCVP) or equivalent Cisco voice certification
- Avaya Certified Support or Implementation Specialist
Knowledge, Skills and Abilities (KSAs)
- Demonstrated progressive knowledge, responsibility, and experience with telecommunications and information technology network systems.
- Strong knowledge of enterprise voice, VoIP, SIP, analog, TDM, voicemail, call routing, and telecommunications infrastructure.
- Excellent English communication skills, both oral and written.
- Strong interpersonal and customer service skills with the ability to interact professionally with internal users, technical teams, vendors, and external partners.
- Excellent organizational skills, including the ability to multitask, prioritize critical tasks, and meet deadlines.
- Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues in a systematic, logical, and timely manner.
- Ability to work effectively in a fast-paced enterprise IT environment where service availability and response time are critical.
- Basic computer proficiency, including the ability to enter, access, and manage technical data and information.
Pay: $80,000.00 - $95,000.00 per year
Application Question(s):
- How Many years of Ring Central Exp. Do you have?
- In what capacity have you used Ring Central?
- How may years experience working with telecommunications and information technology network systems?
- Do you have a Bachelor of Science Degree in computer science?
- Do you have exp. with Avaya Communications manager v16.3?
Education:
License/Certification:
- CCNA (Preferred)
- CCVP (Preferred)
- Avaya Certified Support or Implementation Specialist (Preferred)
Work Location: In person
