Voice Communications Engineering Specialist
Mass General Brigham(PHS)

Job Info

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About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Summary/Overview Statement

This position is technical in nature, requiring playing a lead technical role and a 'hands-on' approach to evaluating, configuring, deploying, and troubleshooting Cisco VoIP applications. This role will work toward standardizing Cisco VoIP core systems and processes, enterprise wide, and other communication solutions across Partners Healthcare and its affiliates.

S/he supports VoIP infrastructure architecture, application roadmaps, and strategies for telecommunications enterprise applications. S/he participates in the design, implementation, and maintenance of support systems, and will also assist in the piloting and testing of services. The Voice Communications Engineering Specialist will work closely with the Corporate Manager in efforts to reduce overall telecommunications expenses and increase value for our customers. S/he should be knowledgeable with voice and data networking environments such as, VoIP, LAN/WAN, SIP, wireless, and outside carrier services, such as SIP Trunking, T1, PRI, DS3, MPLS, 1MB.

The candidate will use the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Principal Duties and Responsibilities

Operations Management

• Take lead technical role to plan, evaluate, and configure complex VoIP implementations, as well as makes recommendations to design to ensure voice network stability and optimum performance. Multitasking capabilities is critical.
• Provides expert Tier 3 level troubleshooting of a wide variety of voice network related problems.
• Recommends and implements configuration changes in the VoIP platform following Telecom and PHS Change Management process and procedures
• Design, implement and configure Cisco voice and data technologies, including Cisco Unified Communications products such as communications manager (CUCM), Unity Connection, Cisco Unified Contact Center (UCCE) and CER.
• Perform process reviews and using monitoring systems, designs and maintains a stable operations environment for these solutions. Monitors voice network traffic to ensure optimum uptime and performance in a proactive manner utilizing network management tools.
• Establishes and tracks operational service level expectations within and outside Partners and takes necessary steps to assure acceptable service levels.
• Works closely with the Corporate Manager in the development of information and telecommunications management policies, standards, and procedures across all institutions.
• Shares Enterprise Telecommunications plans and reports on group's activities with site leadership and other managers within and outside of Information Systems. Gains an understanding of the plans and activities of other groups to properly measure and influence the overall effectiveness of the Telecommunications group in meeting the institutional needs.
• Provides technical and administrative direction to peers, and less experienced staff, by training on department policies and procedures to ensure proper installation of voice and network systems.

Technology Planning

• Performs technical evaluations of products, platforms or 3rd party integrations
• Has technical competence and comfort level to challenge and refute technical impediments and designs
• Works with business stakeholders and IS technical staff to develop business requirements to enhance platform, system or application roadmap direction
• Researches, identifies and evaluates major VoIP technology advancements to maintain Partners awareness of and adherence to Industry standards, thus assuring cost-effective deployment of Telecommunications systems.
• Drive the evolution of convergence at the platform and application level
• Maintain and enhance the VoIP Lab environment

Project Oversight

• Leads technical planning and system management responsibilities for VoIP core infrastructure to ensure availability and compatibility of required resources for development and implementation activities.
• Responsible for creating and managing project plans to ensure resources, dependencies, timelines, schedules, and completion dates are not compromised. Tracks and validates revisions to project configuration.
• Responsible for organizing and leading project meetings, technical evaluations, including project team and vendor support meetings to articulate project status updates. Requests and solicits team member feedback on project concerns or potential issues.
• Responsible for prioritizing projects, and developing milestones, phases, and tasks related to the IS Department and Partners Institutional priorities.
• Provides management direction and oversight for technical projects. S/he works closely with hospital and IT management and/or end-users to define telephony business needs, develop strategic approach, as well as develop scope and work plans to meet both system and operational objectives.

Qualifications
Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, a related technical field or equivalent experience required.

5+ years related experience including:

• Experience in a telecommunications customer service related position within a multi-site environment
• Experience with Cisco Call Manager (CCM), Cisco Unified Contact Center (UCCE), Cisco Unity Connection and Cisco CER
• Experience with VMware, vCenter and virtualization technologies
• Experience operating/designing voice communication systems
• Experience with DNS, DHCP, domains and TCP/IP based applications
• Experience with upgrading the various Cisco voice components such as gateways and CUBE devices
• Experience with network, systems management and monitoring tools is desired
• Experience with LAN and WAN QOS design and configurations is desired
• Experience with troubleshooting, trend analysis, and voice QOS tools is desired
• Understanding of IVR design is desired
• The following certifications are preferred:
• CCNA voice
• CCVP

Skills/Abilities/Competencies Required

• Excellent interpersonal and customer service skills as well as effective writing and verbal skills.
• Ability to manage multiple customer priorities at a given time.
• Ability to prioritize and work with designated support groups as needed.
• Ability to work independently with general supervision.
• Knowledge of Linux, Win2K servers, Win 7 and 10, MS Office (Outlook, Excel, Word, Project, PowerPoint), SharePoint, and Visio

Supervisory Responsibility

No supervisory responsibilities

Fiscal Responsibility

No direct budgetary responsibilities

Working Conditions

MGB has implemented special remote working policies due to COVID-19. These policies are subject to change; however, it is currently expected that this position will work remotely (e.g. from home) full time through June 2021

If onsite:

• Cubicle
• on-call 7 x 24
• Dial in from home if necessary
• Monthly on-call assignment and follow up per our written procedures

EEO Statement
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.

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