Telecommunications 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., * 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.

Our client, a leading healthcare organization, is seeking an experienced Telecommunications Specialist with strong RingCentral experience to support and administer a complex enterprise telecommunications environment.

This is an excellent opportunity for a hands-on telecommunications professional who brings strong experience with RingCentral, enterprise voice systems, VoIP, call routing, voice infrastructure, and telecommunications troubleshooting. The ideal candidate will have the technical depth to support day-to-day telecom operations while also contributing to voice infrastructure projects, system upgrades, integrations, and continuous improvements across a large-scale environment., 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., * 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, 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.

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