Job Description

Job Title: Voice Telecom Analyst - Intermediate (Avaya)
Job ID: 687882
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility:
Department: HPLAN-IT Support Svcs
Location: 600 Grant St, Pittsburgh PA 15219

Description

Purpose:
Voice Telecom Analyst - Intermediate is responsible for the day to day maintenance and support of the Telecommunications systems, including adds, moves and changes on PBX, Voice Mail, wiring support, and maintenance of all voice related databases at UPMC and affiliated business units. The Voice Telecom Analyst - Intermediate reviews, organizes, communicates and records all requests for voice services. The Voice Telecom Analyst - Intermediate is responsible for providing basic direction to Voice Telecom Analyst - Associate staff. Coordinates, with other Telecom Analysts, in the delivery to telecommunications services. May work on small projects in addition to providing services. Possesses a working knowledge of the PBX system, voice mail and wiring support design and function. The Voice Telecom Analyst - Intermediate also provides technical assistance to departmental personnel, clients, vendors, and other parties as assigned. The Voice Telecom Analyst - Intermediate works closely with all UPMC departments and business units, ISD departments and/or groups, as required, to meet business objectives, resolve problems, complete assigned projects, provide technical assistance in accordance with assigned responsibilities, and when necessary, coordinates with other telecommunications resources in carrying out the assigned responsibilities. This position also interacts with vendors, suppliers, internal UPMC management, and external management of affiliated business units.

Responsibilities:
  • Additionally, this position may be required to maintain a stand by status as part of a rotation within the team. This requires 24 hours per day, 7 days per week availability during the stand by period. The frequency varies based upon the number of colleagues in the rotation.
  • Attend ISD and related meetings, as required.
  • Comply with UPMC, ISD, and ISD Technical Services Department Policies and Procedures.
  • Maintain a current and thorough knowledge of PBX systems, voice mail, wiring, and other related telecommunication systems.
  • Network & Communication System Administration and Control - Provides support to end-users of telephony systems for field and home office locations (including coordinating telephony software changes). Participates in implementation/deployment planning related to network connectivity.
  • Network/Telecomm Programming/Sys Analysis - Develops communications solutions, interfacing with users to determine needs. Participates in the design, development, and testing of moderate to complex communications software interface programs. Working knowledge and capabilities in real-time operating system programming. Working knowledge of software and hardware tools to identify and diagnose problems and factors affecting network performance.
  • Networking Planning and Engineering - Develops specifications and designs for basic networks or for components of complex networks with limited supervision. Performs network sizing with limited supervision. Troubleshoots performance problems on complex networks. Understands and explains network security architecture.
  • Perform technical adds, moves and changes on network PBX systems. Perform necessary quality tests to ensure integrity of adds, moves and changes.
  • Protect the integrity and confidentiality of all UPMC patient and staff data and information in accordance with the UPMC data and information security policies and procedures.
  • Provide maintenance and support of adds, moves and changes on PBX, Voice Mail, wiring, and all other voice related databases. Monitor and troubleshoot problems, to ensure proper service delivery.
  • Provide service to ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
  • Provide support as required by ISD's Disaster Recovery Plan.
  • Responsible for small projects, as assigned. Coordinate and direct activities related to project goals and completion. Provide project reports, as required and document project status and related information.
  • Troubleshoot Level 2 Telecom and circuit issues. Maintain communication with management on all issues, including critical and widespread outages.
  • Voice / Telephony Technology - Demonstrates working knowledge of hardware, software, and networking components of voice /telephony technology and networks. Applies understanding of complex telephony technology to develop sophisticated configurations and documents procedures for operation and monitoring. Demonstrates ability to analyze, redesign and document (work flows) architectures for complex telephony applications. Identifies, determines cause of, and corrects performance degradation. Identifies potential voice network security risks and recommends plan to address or eliminate risks.

Qualifications

  • Typically has 2+ years of voice communications infrastructure design and support experience.
  • Mastery of the essential knowledge base for an IT professional.
  • Ability to perform advanced IT procedures and protocols.
  • Complete on-going training on-the-job, through courses, self-study, certifications and/or advanced degrees to maintain and enhance technical and business capabilities.
  • Demonstrate thorough understanding of the fundamental tools and concepts of one of the information technology professional disciplines (i.e. Applications, Business Analysis, Customer Service, Data, Networking, Operations, Security, Systems Engineering, etc.) and apply that understanding to make independent practical contributions to IT work within a particular UPMC department or function.
  • Preferred Educational/Knowledge: Completion of an academic degree including courses in computer programming, systems analysis, system development, or systems engineering.
Preferences:
  • Avaya Experience
  • AVST
  • NICE Call Recording
  • Cisco Telephony



Licensure, Certifications, and Clearances:
Licensure/certifications required within 2 years of hire Preferred licensure/certifications: AVST Certified CX Technician (CX Technicians) Avaya Call Center Admin Avaya Session Border Controller Admin Alcatel Voice Mentor Program NEC CBT Alcatel Data - UPMC Class WLAN Mentor SBC Admin

  • AVST Certified CX Administrator
  • Avaya Certified Integration Specialist
  • Cisco Certified Entry Networking Technician
  • Information Technology Infrastructure Library

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $26.40 to $40.06

Union Position: No

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