Telecommunications Specialist

Job Description:

• Evaluates, plans, processes, and coordinates the expansion and/or modification of intricate telecommunication systems and associated hardware, software, and cabling for URS/PEHP. Ensures that the capacity and capabilities of the telecommunications systems are well anticipated and makes appropriate recommendations to accomplish this objective.
• Troubleshoots, installs, and maintains telecommunications systems and equipment including, but not limited to: call recording, call processing, contact center or skills based automated call distribution (ACD), IP telephony or voice over internet (VOIP), interactive voice recognition (IVR), Session Initiation Protocol (SIP) connectivity, fax systems and equipment, analog telephony, office provided mobile voice and data solutions, and emergency dispatch 911 database.
• Ensures that the telecommunications systems configuration supports the flexibility required by the company for a hybrid work environment.
• Recommends maintenance programs, suggests alternatives, and justifies plans and procedures.
• Works with URS/PEHP directors and managers to design, implement, and maintain all contact center groups and routing. Creates statistics and documents contact center route steps.
• Maintains and supports all voice recording software and configurations. Addresses issues reported by contact center managers.
• Maintains voicemail system including voicemail boxes and call builder flows.
• Manages day-to-day operations of telecommunications systems. Determines performance standards, coordinates special projects, and independently manages workloads. Coordinates and communicates with customers, vendors, other departments, and management as needed.
• Evaluates and analyzes telecommunication systems efficiency and effectiveness.
• Develops plans for future expansion to meet projected needs of the telecommunication systems to best serve URS/PEHP members and clients.
• Maintains current documentation including inventories, user guides, and directory lists. Maintains accurate records for audit and management review.
• Coordinates the purchase and distribution of office assigned cellular phones, maintains inventory, rate plans, and mobile device management (MDM) connectivity. Provide monthly reporting of usage and charges to Chief Financial Officer for billing to departments.
• Monitors telecommunications equipment, environments, and systems including periodic systems testing, repairs, and maintenance. Performs regularly scheduled tests of e911 and telephony failover operations.
• Independently performs and coordinates troubleshooting and resolution of technical issues between both internal and external groups, including help desk, desktop support, external vendors, and customers.
• Coordinates the assignment of local extension numbers, toll-free numbers, RightFax numbers, voicemail, and profiles.
• Monitors and evaluates capacity of SIP sessions and coordinates installation of additional channels and bandwidth for office facilities as needed.
• Maintains and implements security measures and configuration changes to ensure system integrity including vendor access, regular system updates, and patching of identified vulnerabilities.
• Receives and resolves complaints regarding communications equipment.
• Provides primary point of contact and coordination of telecommunication network vendors.
• Updates and maintains employee and department directory for publication on The Portal. Maintains telephone numbers and employee work location in Active Directory.
• Maintains confidentiality of information due to the presence of personal health information (PHI) in all call recordings.
• Perform other related duties as required.

Required Experience:

• Telecommunications equipment technology.
• System networking procedures and typical maintenance processes.
• Inter-related equipment, specifications, and compatibilities.
• System programming requirements and software contingencies.
• Needs analysis for installation of additional telecommunications lines.

• Communicate effectively both verbally and in writing.
• Draft formal reports and documents.
• Analyze a variety of telecommunications issues and make recommendations.
• Follow written and verbal instructions.
• Establish and maintain effective working relationships with professionals, executives (public and private), department heads, co-workers, and the public.
• Work independently and deal effectively with stress caused by workload and time deadlines.