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Telecommunications Team Lead

Boston Medical Center (BMC) – Boston, MA

Responsible for providing a high level of technical and/or project management expertise to ensure the application of telecommunications technology aids in the achievement of organizational goals and objectives. Evaluates and oversees all voice technology (VoIP, Call Manager, ACD, PBX, and IVR) and carrier services. Is a key player in the development, selection and implementation of domestic (or international) systems, with significant exposure to users and interfaces with all levels of management and outside vendors. Manages resources in multiple projects through all life-cycle phases in accordance with established direction and standards, while maintaining a high level of user trust and confidence in the groups knowledge of and concern for the users business needs. Operational oversight of voice infrastructure, overhead paging, and other nursing communications tools and services. Primary ITS liaison to the facilities add/move/change processes and central figure in any major campus wide facilities initiative.

Is responsible for providing a high level of technical and/or project management expertise to ensure the application of telecommunications technology aids in the achievement of organizational goals and objectives. Evaluates and oversees all voice technology (VoIP, Call Manager, ACD, PBX, and IVR) and carrier services. Is a key player in the development, selection and implementation of domestic (or international) systems, with significant exposure to users and interfaces with all levels of management and outside vendors. Manages resources in multiple projects through all life-cycle phases in accordance with established direction and standards, while maintaining a high level of user trust and confidence in the groups knowledge of and concern for the users business needs. Operational oversight of voice infrastructure, overhead paging, and other nursing communications tools and services. Primary ITS liaison to the facilities add/move/change processes and central figure in any major campus wide facilities initiative.

ESSENTIAL RESPONSIBILITIES / DUTIES:

  • Tracks compliance of service-level agreements (SLAS) with service providers.
  • Oversee the integrity of the telecommunications architecture.
  • Ensure service levels consistent with current business needs and future requirements; manage internal SLAs
  • Assume overall responsibility for telecommunications technologies.
  • Develop strategic plans and identify key success factors; set priorities and allocate the resources to achieve unit, division, and corporate goals.
  • Ensure the control, reliability, and performance of all telecommunications systems.
  • Collaborates with Network Engineers to produce detailed physical Architectures that will lead to timely and successful deployment of management and automation systems.

Establish standards, guidelines, and processes.

  • Research; assess available telecommunications technologies in relation to the enterprises current and future needs.
  • Compare costs, recommend/select specific products and platforms, and assist in the negotiation or lease or purchase agreements as necessary; perform subcontractor supervisory.
  • Define, prioritize, schedule, and monitor multiple technical projects, developing and maintaining comprehensive project plans/schedules (and using same to provide senior management with accurate and complete status information).
  • Assist the Service Desk in effectively managing telecommunications systems including providing necessary education on system tools and reports.
  • Implement and support video conferencing, WebEx, Speak Space, and internal teleconferencing/desktop sharing applications.
  • Act as mentor to telecommunications technical, support analysts, and experienced management.
  • Conduct yearly performance evaluation of all Telecom Staff
  • Engage in inventory tracking; trouble report/TSR handling escalation; quality TSRs and TRs; performance statistics reporting; billing support/modification.
  • Carry out field operations supervision, including large-scale coordination such as development of new hospital properties or consolidation and/or large-scale relocations.

EDUCATION:

Bachelors Degree in Computer Science, Telecommunications, or related discipline or equivalent work experience required; Masters degree is a plus.

EXPERIENCE:

  • Five to seven years of related experience supervising group(s) responsible for strategic planning, technical services for hardware/software engineering, and production support of the areas of responsibility listed above.
  • Experience in multiplatform environments.

KNOWLEDGE AND SKILLS:

  • Strong project management skills and experience managing remote locations.
  • Ability to create detailed conceptual, logical and physical architectures
  • Strong technical and non-technical communications skills.
  • Advanced analytical and troubleshooting skills
  • A proven track record of supervising diverse technical staff and resources in multiple projects through all life-cycle phases in accordance with established direction and standards.
  • Understanding of Call center operations, administration process, and network and communication protocols.
  • Extensive knowledge in Customization and integration experience with call recording, call accounting predictive dialing, IVR, ACD, Interaction center, CMS/IQ Management and/or reporting systems
  • Understanding and experience with Voice over IP communication, SIP trunking and Call manager.

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