Maintains and upgrades Voice Mail and other electronic Voice related messaging systems.
Designs solutions for the telecommunications enterprise. Troubleshoots and maintains wired and wireless telephony equipment, along with understanding and troubleshooting networking equipment. Formulates new procedures and coordinates convergence software and hardware installations. Documents engineering standards and proposals or recommendations for all convergence designs/implementations. Maintains an inventory of equipment, supplies and spare parts. Assists in educating end users with telephony equipment and software installations.
Understands BICSI standards and best practices in a converged voice/data enterprise environment.
Participate in the evaluation and recommendation of new technologies.
Proactively researches and locates necessary tools and processes to identify troublesome trends as they develop. Ensures solutions meet business objectives and establishes and maintains a high level of user trust and confidence in IT’s knowledge of and concern for users’ business needs.
Willingness to work with customers of varying levels of technical expertise in a high-pressure and complex environment.
Prepares written documentation of the need for application changes or replacements, and coordinates staff and manages project plans for their implementation. Prepares formal change implementation plans and monitors their implementation. May provide agreed levels of system administration and configuration.
Participates in, develops, implements, documents and validates comprehensive test plans complying with current standards, designed to produce successful and failed outcomes.
Functions as a liaison to the system users and stakeholders to translate business requirements into technical requirements, data flows and process flows. Participates in the system selection process, including needs assessment, RFP and vendor selection.
Performs other duties as required. Performs 3rd level networking support. Performs 24/7 on-call support if applicable.
Demonstrates knowledge of the population-specific differences and needs of patients in appropriate, specific populations from neonate through adolescence and applies them to practice.
CORE TECHNICAL KNOWLEDGE
- Demonstrates proficiency in data gathering techniques and the ability to devise, design and communicate telecommunications solutions to address client issues and problems of medium to high complexity.
- Plans, configures, installs, coordinates and manages systems associated with enterprise telephony and unified communications to meet business requirements.
- Demonstrates ability to devise moderate to complex benchmarking metrics to assess telecommunication performance.
- Demonstrates an intermediate understanding of the CT Children’s business functions.
- May require specialized knowledge in a specific application/computer system.
SUPPORT, ANALYSIS, and RESEARCH
- Creates detailed work-related specifications, system design documentation, procedures, process and data flows, and project and change management plans.
- Communicates effectively with clients and colleagues.
- Demonstrates proficient degree of analytical skills.
TEAM SUPPORT and MANAGEMENT
- Supports multiple concurrent work efforts, educates and coaches other team members, and works with minimal supervision in support of team initiatives.
Education and/or Experience Required:
- Education Required: High School Diploma, GED, or a higher level of education that would require the completion of high school, is required.
- Experience Required: 7+ Years minimum in-depth experience in the design, configuration, administration and maintenance of voice and data communication systems.
Education and/or Experience Preferred:
- Education Preferred: Bachelor’s Degree in Computer Science, Engineering, Information Technology or related discipline, preferred.
- Minimum of 3 years of experience working on PBX and VOIP systems with electronic voice messaging.
License and/or Certification Required:
- Avaya ACS or equivalent Certification preferred.
Knowledge, Skills, and Abilities
Knowledge of:
- Policies and procedures related to functional unit(s) supported.
- Inter-relationships between functional areas.
- Design and implementation knowledge of Avaya VOIP technologies including 8800 series IP PBX and IP Office, Modular Messaging and Aura messaging. Understanding of Avaya SIP, Session Manager, and AES technologies a requirement. Implementation of Session Manager and AES a plus.
- Working knowledge of telecommunications facilities management database systems and IT ticketing systems.
- Ability to read blueprints and design systems around both departments need, and facility need.
- Knowledge of project development life cycle methodologies desired.
Skills:
- Voice and Data Cabling and cross-connecting to BCISI Standards.
- Design and administrative knowledge of Avaya VOIP systems 4.X or higher required.
- Design and Administrative knowledge of Aura or Modular Messaging.
- Basic Layer-2 and Layer-3 networking skills required. Advanced routing skills a plus.
- Attention to detail.
- Presentation skills.
- Strong communication & follow-up skills.
- Project management.
Abillity to:
- Multi-task
- Handle a fast paced, high-volume environment.
- Work in a team environment alongside multiple disciplines.
- Plan, implement and support telecommunications designs to support business applications.
- Monitor telecommunications systems performance and implement performance tuning.
- Develop close working relationship with systems teams and peers.
- Develops collaborative working relationships with outside telephony vendors and contractors/consultants.
- Responsible for capacity planning, performance reporting, new application design and technical planning for all telecommunications and unified communication needs.
- Analyze hardware required to meet strategic growth and development objectives related to telecommunications and make recommendations.
- Document system design as well as problems, and resolution for future reference.
- Strong analytical abilities and professional office experience required.
Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.
At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well-being as one team.
