Telecommunications Specialist – RingCentral | Boston, MA

Telecommunications Specialist – RingCentral

Virtual Hiring Event

📍 Location: Boston, Massachusetts 02118
🏥 Work Arrangement: Onsite
💼 Employment Type: Full-Time, Permanent
📈 Experience Level: Mid-Level
💰 Base Salary: $80,000–$95,000
✈️ Travel: Up to 20%
🚚 Relocation Assistance: Not Available
🚫 Visa Sponsorship: Not Available

Support Enterprise Voice Services Across a Major Healthcare Network

A large, mission-driven healthcare organization is seeking an experienced Telecommunications Specialist to support voice and collaboration services across multiple hospital campuses, administrative operations and approximately 45 community clinics.

This is a hands-on enterprise telecommunications position with primary responsibility for administering and supporting a large-scale RingCentral environment serving more than 3,000 unified communications users and over 500 contact-centre agents.

The successful candidate will have direct RingCentral administration and support experience, strong knowledge of enterprise voice technologies and the ability to troubleshoot complex issues across cloud, on-premises and hybrid telecommunications environments.

Candidates without hands-on RingCentral experience cannot be considered for this opportunity.

Key Responsibilities

RingCentral Administration

• Administer and support an enterprise RingCentral cloud voice environment.

• Support more than 3,000 RingCentral EX unified communications users.

• Support over 500 contact-centre agents and associated call flows.

• Configure and maintain:

• User accounts and extensions

• Call queues and hunt groups

• Dial plans and call routing

• Voicemail services

• Auto attendants

• Contact-centre workflows

• Softphone and hardphone deployments

• Peripheral voice applications and plug-ins

• Support RingCentral softphones integrated with Microsoft Teams and WebRTC.

• Configure and troubleshoot Yealink and Poly desk phones.

• Support PRI and analog gateway connectivity.

• Manage moves, additions and changes across the voice environment.

• Monitor platform performance and proactively address service issues.

Contact-Centre and Call-Flow Support

• Support contact-centre technologies and complex clinical or administrative call flows.

• Develop and maintain NICE CXone Studio scripts.

• Troubleshoot call routing, queue behaviour, agent functionality and system integrations.

• Support call-recording platforms and associated compliance requirements.

• Analyse call-flow issues and implement changes that improve caller and agent experiences.

• Maintain accurate documentation for contact-centre configurations and workflows.

Cisco Voice Environment

Provide secondary support for Cisco voice technologies, including:

• Cisco Unified Communications Manager

• Cisco Unity Connection

• Auto-attendant menus

• Cisco Emergency Responder

• Cisco VG310, VG320 and VG350 analog gateways

• Cisco ISR and ASR voice gateways

• SIP trunks

• FXO and FXS analog integrations

• Survivable Remote Site Telephony

• Enterprise voice-resiliency features

• Eleveo call-recording technology

Avaya Environment

Maintain working familiarity with legacy Avaya technologies, including:

• Avaya Communication Manager

• System Manager

• Session Manager

• Aura Messaging and Conferencing

• Call Management System

• VeraSMART call accounting

• Virtual Observer call recording

• G430 and G450 media gateways

• G650 cabinets and cards

Voice Infrastructure and Integrations

• Design, evaluate and maintain cloud and on-premises telecommunications technologies.

• Support VoIP, TDM, analog, voicemail, conference-calling and call-recording services.

• Troubleshoot integrations with:

• SPOK paging

• Overhead paging

• Interactive voice response systems

• Call-recording platforms

• Contact-centre applications

• Microsoft Teams

• Clinical and administrative voice applications

• Maintain and optimize call routing, dial plans, IP schemas and quality-of-service configurations.

• Perform and schedule regular system backups.

• Support telecommunications system patching, version control and hardware or software refreshes.

Troubleshooting and Incident Resolution

• Serve as a primary escalation point for complex telecommunications incidents.

• Diagnose voice, video and collaboration issues across enterprise environments.

• Use tools such as Wireshark, SolarWinds and TraceSBC to investigate network and voice-quality problems.

• Work daily ServiceNow tickets supporting clinical and administrative users.

• Respond quickly to critical incidents where service restoration is time-sensitive.

• Perform root-cause analysis and document permanent resolutions.

• Communicate progress, service impact and resolution plans to management and affected stakeholders.

Projects and Change Management

• Participate in voice-infrastructure upgrades, migrations and new-site deployments.

• Support RingCentral, Cisco and associated telecommunications projects.

• Coordinate with external vendors on complex installations, maintenance and upgrades.

• Support voice and data network technologies including SIP, PRI, LAN/WAN and POTS.

• Work around project deadlines, clinical priorities and operational change windows.

• Ensure changes are documented, tested and implemented without adversely affecting connected systems.

Collaboration and Technical Leadership

• Collaborate with Network, Information Security, Service Desk, Data Centre, PMO, IT leadership and contact-centre teams.

• Ensure voice services are secure, scalable, resilient and appropriately integrated.

• Support telecom-related projects involving complex call flows and multiple technical teams.

• Mentor junior telecommunications analysts.

• Provide technical and administrative training to end users and internal IT staff.

• Maintain detailed standard operating procedures and configuration documentation.

• Communicate project and operational progress during staff meetings and as required.

Required Qualifications

• Direct, hands-on RingCentral administration and support experience.

• Bachelor of Science degree in Computer Science or a related discipline with at least five years of telecommunications and IT network-systems experience; or an equivalent combination of formal education and professional experience.

• Progressive experience supporting enterprise telecommunications and network systems.

• Experience supporting cloud and on-premises voice environments.

• Knowledge of call routing, dial plans, voicemail, hunt groups and auto attendants.

• Experience troubleshooting complex voice and collaboration issues.

• Familiarity with Avaya Communication Manager, System Manager, Session Manager, Aura Messaging and Conferencing, CMS, call accounting, call recording and Avaya media gateways.

• Strong written and verbal English communication skills.

• Excellent customer-service and interpersonal capabilities.

• Ability to organise competing priorities, manage several tasks and meet deadlines.

• Systematic and logical troubleshooting skills.

• Ability to work effectively with clinical, administrative, technical and vendor stakeholders.

• Ability to work onsite in Boston and travel up to 20%.

• Current authorization to work in the United States without employer sponsorship.

Preferred Qualifications

• Experience administering RingCentral EX at enterprise scale.

• RingCentral contact-centre or NICE CXone experience.

• NICE CXone Studio scripting experience.

• Experience integrating RingCentral with Microsoft Teams or WebRTC.

• Cisco Unified Communications Manager and Unity Connection experience.

• Experience with Cisco voice gateways, SIP trunks, analog lines and SRST.

• Avaya enterprise voice-system experience.

• Healthcare telecommunications experience.

• Experience supporting voice services across multiple hospitals, clinics or enterprise locations.

• ServiceNow incident and request-management experience.

• Knowledge of Wireshark, SolarWinds or TraceSBC.

• Experience with SPOK paging, overhead paging, IVR or call-recording platforms.

• CCNA or Cisco voice-focused certification.

• Avaya Certified Support Specialist or Implementation Specialist certification.

The Ideal Candidate

The strongest candidate will be able to demonstrate:

• Recent, hands-on RingCentral administration experience.

• Support of a large enterprise user population.

• Experience with contact-centre agents and complex call flows.

• Successful resolution of difficult voice-quality, routing or platform incidents.

• Knowledge of both cloud and traditional telecommunications environments.

• Experience supporting RingCentral as the primary platform, with Cisco and Avaya as secondary technologies.

• Strong documentation, training and stakeholder-communication skills.

• The ability to remain calm and responsive when voice services affect clinical or business operations.

• Experience serving as an escalation point and mentoring junior analysts.

Benefits

The organization offers a comprehensive benefits package that may include:

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Retirement benefits

• Paid time off

• Employee wellness and assistance programs

• Professional-development opportunities

• Additional organization-sponsored benefits

Interview Process

The anticipated selection process includes:

1. Initial screening.

2. Interview with the hiring manager.

3. Interview with the wider telecommunications team.

Equal Opportunity

The organization is an Equal Opportunity Employer and considers qualified applicants without discrimination based on any status protected under applicable federal, state or local law.

Network Engineer – Security Clearance Required - South West London - Full-Time, Permanent - £50,000 - £55,000

Network Engineer – Security Clearance Required
South West London
Full-Time, Permanent
£50,000 - £55,000

**Please note that due to the level of Security clearance required for this role, all candidates must be either; a UK or Irish National, Commonwealth Citizen or British protected person or a EEA (European Economic Area) citizen who has lived in the UK for a period of more than 5 years, without leaving for a period of more than 6 months. Candidates who do not meet these requirements will not qualify for clearance.**

About the role

The teams support in excess of 1,000 computers and 1,800 users across 25 residences, 7 days a week. The Network Team plays an integral part in this with the design, implementation and management of all IT infrastructure including LAN, WAN, wireless, telephony, network perimeter and network security. The Network Team supports multiple unique and prestige locations and organisations across the UK. In addition, the Network Team are responsible for BAU activities, 2nd and 3rd line fault finding, hardware procurement, firmware management and system security.

Role responsibilities

The Network Engineer reports to the Network Manager and is responsible for supporting the maintenance and evolution of the enterprise network and voice infrastructure.

The focus for the post holder is the administration of The network infrastructure, including: network operation, monitoring, design, expansion of the network, troubleshooting, fault fixing and all aspects of network security both internal and external.

The post holder will work closely with the rest of the Digital Services Team, to ensure the highest degree of functionality and reliability to all enterprise services. The post-holder will be expected to work with and supervise 3rd party contractors and suppliers and to liaise with other government departments in matters of security.

The role demands continued development of the IT systems to provide all computer users with the necessary access, independent of location.

Accountabilities

1.      Network Security

·        IT Health Check: Implement network security recommendations from annual IT health check

·        Implement and maintain network monitoring and intrusion detection solutions, including the management of Next-Generation Firewalls (NGFWs).

·        Work closely with the cyber team, ensuring that firewalls are managed and updated to protect the confidentiality and integrity of data.

2.      Network Infrastructure

·        LAN (Local Area Network)

o   Plan upgrades and design of the LAN (including installation of new hardware, commissioning new fibre optic links, and design considerations for future expansion).

o   Ensure that software and firmware is regularly updated on network devices.

·        WAN (Wide Area Network) and VPN (Virtual Private Network)

o   Support and monitoring of WAN and VPN connectivity.

o   Design and implementation of new remote installations.

o   Ensure quality of service to control network traffic to remote residences.

·        NAC (Network Access Control)

o   Enforce network security through policy based NAC.

o   Develop NAC usage to support VLAN assignment of network devices.

·        Cabling work

o   Specifying and prioritising new cabling work.

o   On-going work to build resilience into the network infrastructure.

·        Wi-Fi and IPTV networks

o   Installation, maintenance and support of stand-alone and wireless networks. Ensure firewalls are correctly configured and monitored.

o   Configure, operate and diagnose faults in the IPTV system.

·        Commercial and Retail Systems

o   Monitor and maintain 3rd party networks, Ticketing and Till network.

3.      VoIP Platform and Telephony Services

·        Maintaining a modern, secure and reliable VOIP telecoms service.

·        Escalating service / quality issues to telecoms suppliers and working with their engineers to deploy new services and resolve faults.

·        Tracing faults within the telecoms infrastructure.

·        End user training in telecoms use.

·        Configuring the Mitel VOIP platform with dial patterns, calling plans and user settings        .

·        Installing new VOIP hardware for users, including media gateway and streamline services.

·        The engineer will also have input into the telecoms system design and strategy, where appropriate and support continuous improvement of the service.

4.      Systems Maintenance and Out of Hours working

·        The role requires carrying out regular system maintenance and upgrades which can only be done outside of normal hours.

·        Fixing of network faults and providing technical leadership. The post holder will identify and eliminate single points of failure everywhere it is cost-effective to do so.

·        Maximises network performance through monitoring, troubleshooting problems and outages, planning and scheduling upgrades.

5.      Ensure the High Availability of Back Office Systems

·        Work closely with the other members of the IT Operations Team to ensure a high availability of all network resources and back office systems.

·        Monitor network availability and produce monthly reports

6.      Technical Training and Documentation

·        Create and maintain appropriate network documentation and diagrams

·        Maintain appropriate management and technical qualifications

·        Perform training and provide technical guidance to other Network Team members, supporting their development.

7.      Service Delivery

·        Produce and deliver service improvement plans

·        Deliver Network services within defined SLA, OLA and KPI’s

·        Manage escalated Incidents and Problems in line with ITIL best practice

8.      IT Business Continuity

·        Participate in test exercises of the IT Business Continuity Plan.

·        Ensure adequate redundancy and network backup measures are in place.

Role Requirements

Essential

1       Cisco CCNP Enterprise or equivalent qualification

2       Extensive network security and design experience

3       Experience working with VPNs and Network Security

4       Proven experience of routing and switching on Cisco devices

5       Experience with Next Generation Firewalls, ideally Palo Alto

6       Excellent switching and routing experience

7       WAN / LAN Routing experience

8       Experience working with wireless networks

9       Substantial experience in a telecoms engineering role including hands on experience of a VoIP UC Platform, mixed analogue / IP environment.

10     Excellent communication skills at all levels

11     Experience in managing 3rd party suppliers

12     Experienced in planning projects and prioritisation of work

13     Ability to manage a varied workload with conflicting priorities

14     Ability to build and maintain effective working relationships with a variety of internal and external stakeholders

15     Possess a supportive and flexible approach to work with a team focused attitude

Desirable

1       Network bandwidth management experience and Quality of Service

2       Experience with storage networks and disaster recovery solutions

3       Familiarity with thin client environments

4       Network Access Control experience

5       Windows Server 2008 R2 & 2012 R2 experience

6       Experience with VMWare ESX Server

7       3rd line support experience

8             PRINCE 2 and ITIL qualified