Telephony & Contact Center Solutions Architect

This position is responsible for the design, implementation, operation, and ongoing support of MJHS enterprise telecommunications and related hosted systems. Primary responsibilities include telephone and contact center platforms, with additional responsibility for providing advanced technical support across other systems managed by the department, including video surveillance, access control, and AV conference room technologies.

The role is handson and operational in nature. The individual is expected to understand how systems perform in production, troubleshoot complex issues, work directly with vendors and internal teams, and ensure solutions are reliable, secure, welldocumented, and aligned with business operations.

• Managing telephone system design, implementation and ongoing to support.
• Managing Contact Center design, implementation and ongoing to support.
• Working with key stake holders with regard the department systems and helping achieve success.
• Manages system escalations through to resolution
• Keeping up to date with other departmental systems (Security Cameras, ID Cards, AV Systems).

• High School diploma or equivalent. College degree preferred.
• Minimum of four years of experience in designing, implementation, and supporting VoIP telephony infrastructure and contact center solutions.
• Strong working knowledge of enterprise telephony and contact center platforms (8x8 Preferred).
• Solid understanding of VoIP fundamentals and the network principles that support them.
• Working knowledge of related enterprise systems such as:

• Video surveillance platforms (e.g., OpenEye). Access control systems (e.g., Brivo). AV conference room systems and control technologies.

• Strong troubleshooting and analytical skills.
• Project management experience is desirable, including the ability to coordinate cross-functional efforts and deliver initiatives on schedule.
• Ability to work independently with minimal supervision.
• Ability to manage multiple priorities in an operational environment.
• Clear written and verbal communication skills.
• Ability to remain professional when interacting with users, vendors, and leadership.