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:
Initial screening.
Interview with the hiring manager.
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.