Telecommunications Analyst, Avaya & Voice Systems
Overview
You will own the configuration and maintenance of the enterprise phone system at Beth Israel Lahey Health, supporting Avaya and multi-vendor platforms across 35,000+ users. You will resolve complex telecom issues, mentor Telecom Associates, and manage small projects. This role drives uptime for critical communications in emergency situations, with on-call rotation and off-hours work for major upgrades and outages. Your work directly impacts patient care and clinician collaboration across the Boston network.
What You'll Do8
- 1Configure Avaya call forwarding, routing, voice menus, and recordings, and program ACD agents and skills.
- 2Design workflow solutions with end users to meet their call-handling requirements.
- 3Debug and resolve alarms and outages in the telecom systems using advanced processes, coordinating with vendors and internal teams.
- 4Drive the maintenance of Telecom SLAs by tracking tickets and completing system configuration requests in the ticketing system.
- 5Lead small projects, including construction moves and complex installations, and supervise Telecom Associates and contractors.
- 6Mentor entry-level Telecom Associates, sharing Avaya best practices and troubleshooting techniques.
- 7Collaborate with the Telecom Architect on new technology installations and escalate complex issues.
- 8Maintain critical communications during emergencies and participate in on-call rotation for after-hours support.
Requirements8
- 15-8 years related work experience in telecommunications or IT infrastructure.
- 2High School diploma or GED required; Associate's degree preferred.
- 3Advanced technical computer skills for supporting telecom systems.
- 4Ability to program Avaya ACD agents and skills.
- 5Experience with call routing, voice menus, and call recording systems.
- 6Strong debugging and problem-solving skills for multi-vendor environments.
- 7Avaya Certifications preferred but not required.
- 8Must be available for off-hours work and on-call rotation.
Salary Insight
$69 - $94k per year
Location
Required Skills
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