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Job Overview

This position implements and maintains Call Center applications written in AWS-Connect and will develop new technologies in conjunction with team members to ensure voice/video operations are in line with leading standards. Makes network upgrade and configuration recommendations based on performance metrics and capacity planning. Contributes to developing and maintaining framework policies and procedures (including: incident, problem, change, configuration, and capacity management) to ensure that standardized methods and best practices are utilized. Drives resolution of high-severity outages impacting IT infrastructure and provide problem resolution for highly complex infrastructure issues for enterprise infrastructure groups. Participates in establishing metrics, key performance indicators and monitoring of the network and networking components as well as contributing to tool improvements and operational support processes and procedures.

Job Description

Minimum Qualifications:

1. Bachelor’s degree in Computer Science or related field.

2. Five (5) years of experience in Information Systems Networking.

3. Experience with Avaya software design

4.Experience with Nortel CS1K

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Build and maintain the Avaya SIP voice infrastructure across the organization

2. Support and maintenance of legacy Nortel CS1K infrastructure

3. Works closely with the network team on network preparation for SIP traffic allocation & flow

4. Coordinates Avaya, Mobile rollouts as needed.

5. 6. Creates and maintains documentation for use in infrastructure configuration, maintenance, and upgrade planning.

6. Develops and maintains necessary process and technical controls over the Avaya voice infrastructure, to ensure production stability while enabling the efficient and clean migration of new functionality to production.

7. Communicates information about environment activities (refreshes, maintenance windows, upgrades, patches) and enforcing proper environment use for build, testing, and training to project team and end users.

8. Leads and manages standardization and upgrades for back-office PBX systems and Zoom application across the organization.

9. Lead / manage the migration and troubleshooting of applications across the voice/video networks.

10. Works with core teams to identify potential outage conditions and resolve them before impact.

11. Works with core teams on troubleshooting outages for fast resolution.

12. Reviews and revises call flows as required for optimum production.

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org .