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Telecom Systems Administrator at athenahealth in Watertown, MA

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The Telecom Systems Administrator will be part of a team responsible for delivering and supporting business-critical telecommunications services to employees, call center, and customers. The Telecom SysAdmin will also contribute to the planning, design and implementation of projects to innovate and improve telecom services at athenahealth for our enterprise users and customers. The role will be 25% design and engineering, and 75% operations.

Specific responsibilities may include, but are not limited to:
  • Administration, support, maintenance, and monitoring of the Avaya Aura PBX, Contact Center infrastructure, and Avaya Aura VM
  • Provide superior customer service to internal and external clients, including response to escalations, proactively notifying customers of telecom issues, and assessing and communicating business impact
  • Work with internal customers and third-party vendors to support, maintain, and optimize tools used in call center environment. These include but are not limited to call recording, workforce optimization, and reporting applications
  • Work with clients, both internal and external, to troubleshoot telecom-related issues
  • Work directly with carriers to troubleshoot carrier-side issues; order and support DS3, T1/PRI, and SIP circuits
  • Participate in 24x7 on-call rotation
  • Install, move, and modify telecommunication hardware and related equipment including servers, gateways, and circuits
  • Monitor the telecom ticket queue and update and escalate tickets in accordance to Service Level Agreement requirements
  • Follow IT change control best practices for predictable results
  • Required Skills
  • At least one year of experience supporting enterprise telephony systems (preferably Avaya)
  • At least one year of experience supporting enterprise call centers
  • At least t one year of experience working in a production, 24x7 environment
  • Bachelor's degree or equivalent experience is required
  • Relevant experience turning-up, testing, and troubleshooting telephony systems and integrated applications
  • Understanding of dial plan analysis, call routing best practices, skills-based routing, PBX components and functions, call detail reporting, call recording systems and workforce management systems
  • Good working knowledge of VoIP technologies
  • Understanding of unified communications and mobility products and strategies.
  • Understanding of carrier SIP trunking and Session Border Controllers
  • Familiarity with data networking; VoIP & Quality of Service; H.323 & SIP endpoints; DHCP; CTI; capacity planning
  • Excellent systems analysis, troubleshooting skills and critical thinking skills
  • SQL a plus

Required of All Employees of Technology Operations:
  • Ability and desire to learn independently as well as in a team;
  • Ability to manage time well and meet multiple deadlines in a sometimes hectic environment;
  • Excellent writing and communication skills.


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