Telecom Engineer

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HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Telecom Engineer, Practice Optimization 

Telecom

Full-Time (Hybrid 3 Days In-Office) 

Overview: 

The Telecom Engineer of Physician Practice Optimization will help achieve HSS’ organizational access strategy by working on all physician office telecom related matters including the implementation and maintenance of practice phone menus, as well as opportunities to expand support for physician offices to contact centers including HSSConnect.  The knowledge and expertise that this individual will obtain while in the role will allow them to become a liaison between the operational and IT teams; offering recommendations on how best to leverage the functionality available along with helping to identify opportunity for further enhancements.

Reporting to the Assistant Director of Telecommunications, the Telecom Engineer of Physician Practice Optimization will fill an essential role in expanding access to HSS’ world-renowned musculoskeletal care physicians.  As a key member of the physician practice optimization team, this role will have a dotted line reporting structure to the operational leader of the Practice Optimization Initiative.  The work performed will be directly aligned to the organization’s strategic access goals across all ambulatory locations, therefore this position will allow for a hybrid work environment with the ability to work from home on days, and at times may be required to travel onsite to our ambulatory facilities when working with the physicians or their practice team.

Key Responsibilities:

• Data gathering from practices (hardware, extensions, user accounts, hours of operations, etc.)
• Submitting voice recordings, programming phone menus, and testing/QA with practices
• Implementing, administering, and troubleshooting Avaya’s voice systems and coordinate resolution of related issues
• Analyzing current configurations and recommending upgrades and changes to system
• Serving as project manager coordinating Telecom requirements for installs and upgrades
• Participating in technical training sessions relating to integrated telephony applications
• Data structure handoff with data analytics team for dashboard and analytical needs
• Partner with physician practices and service lines on all physician office telecom needs
• Maintaining central registry of phone mapping and voice recordings for all physician offices
• Developing educational training, and communication materials for both the practices and leadership team and conduct training on new functionality when applicable
• Setting up and maintaining office staff work from home telecom infrastructure
• Troubleshooting and issue resolution

Requirements:

• High School Diploma or Equivalent (G.E.D) 
• May include specialized or vocational courses
• Skillset: 5-7 years of experience, vendor certifications in relevant technologies (Avaya), functional understanding of network protocols and voice technologies/firewalls, background in TDM and SIP migration on both station and trunk side, strong understanding of dial plan design and modification in a multi-site, multi-LATA, enterprise environment
• Avaya Aura solutions (Communication Manager, System/Session Manager, Messaging)
• Strong project management skills and experience leading implementation projects
• Experience supporting end users
• Outstanding communication skills – oral, written, and presentation
• Ability to work collaboratively within high-functioning teams and in a matrixed environment
• Ability to thrive in a fast-paced, dynamic environment
• Outstanding organizational skills and strong attention to detail