Summary

The Telecommunications Specialist works to provide a stable, 24/7/365, access network for business telecommunications services and offers technical leadership to facilitate the practical and economical use of available technology. The incumbent will also perform activities related to maintaining the corporate telecommunications system and various interrelated systems. This includes analysis, design, testing, writing RFPs, recommendations, installations, problem research and resolution. This position plans and evaluates existing telecommunication systems and makes recommendations for resources required to maintain service levels, identifies and evaluates new products, and interfaces with Telco carriers and vendors on all aspects of the network.

Essential Accountabilities:

Level I

• Maintains a basic level of knowledge of Telecommunications Technologies and appropriate peripherals (PBX, VoIP, Facilities, Mobile, Video Conference Systems).

• Provides 24x7 overall Operations/Deployment/Problem support for the Telecommunication environments.

• Provides basic problem determination and resolution.

• Provides basic oversight of the activities of Telecommunication environments throughout the network.

• Confers with management to define scope, objectives, and overall need of the sites.

• Provides and reviews recurring informational reports on Telecommunication (PBX, VoIP, Facilities, Mobile) usage, performance, and capacity metrics.

• Provides basic deployment function for Telecommunication environments.

• Acts as primary contact for the coordination and testing of Telecommunication environments.

• Provides clear and accurate documentation of procedures, problem resolutions, and changes.

• Works closely with vendors, consultants and other outside professionals regarding Telecommunication environments.

• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.

• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

• Regular and reliable attendance is expected and required.

• Performs other functions as assigned by management.

Level II (in addition to Level I Accountabilities)

• Maintains an intermediate level of knowledge on Telecommunication (PBX, VoIP, Facilities, Mobile, Video Conference Systems) technologies.

• Provides overall intermediate operations support for the Telecommunication environments through daily/weekly/monthly/annually-defined maintenance activities.

• Provides intermediate problem determination and resolution on the Telecommunication environments from both monitoring systems and escalated help desk tickets.

• Provides intermediate oversight of the activities of Telecommunication environments throughout the Network. Confers with management to define scope, objectives and overall need of the sites.

• Provides and reviews recurring informational reports on Telecommunication performance and capacity metrics and makes recommendations to address tactical and strategic challenges.

• Provides intermediate Telecommunication support for internal and external projects.

• Works closely with IPM Engineering to ensure that project designs are adequate for production processing (jointly).

• Provides intermediate level of deployment functions for the Telecommunication environments.

• Provides technical assistance and guidance to less experienced specialists

• Introduces small-scale process improvement and documentation currency consistently to ensure accurate management of the overall computing and application environment.

• Works with all areas to determine the appropriate business need as it relates to interfacing internal/external Telecommunication requirements to our systems.

Level III (in addition to Level II Accountabilities)

• Maintains an advanced level of knowledge on Telecommunication technologies.

• Provides overall advanced operations support for the Telecommunication environments through daily/weekly/monthly/annually-defined maintenance activities.

• Provides advanced problem determination and resolution on the Telecommunication environments from both monitoring systems and escalated help desk tickets.

• Provides advanced support of the activities of Telecommunication throughout the regions. Confers with management to define scope, objectives and overall need of the sites.

• Provides advanced Telecommunication support for internal and external projects.

• Partners with IPM Engineering to jointly develop project designs that are adequate for production processing.

• Partners with IPM Engineering to jointly develop proposals and evaluates Telecommunication systems and makes recommendations of those services.

• Provides advanced level of deployment functions for the Telecommunication environments (PBX, VoIP, Facilities, Mobile).

• Monitors and reviews contractual agreements, including long- and short-term planning strategies.

• Develops organizational standards for system design, Telecommunication environment utilization, and vendor support.

• Recommends and leads large-scale process improvements to the organization’s Telecommunication Methodology.

• Leads medium-to-large projects as directed by management

• Defines scope, objectives, and needs for new or revised documentation of existing Telecommunication installations.

• Develops standard operating procedures (SOPs) as they relate to the support of Telecommunication systems.

• Provides direction and oversees Intern/Contract/Temp help/Level I &II staff, as needed.

• Develops expertise in a specific Telecommunication technology discipline and acts as a company subject matter expert (SME) in that area.

Level IV (in addition to Level III Accountabilities)

• SME in multiple areas as it relates to Telecommunication Technologies

• Serves as technical lead, providing a resource of strong expertise for the resolution of complex Telecommunication environments (PBX, VoIP, Facilities, Mobile), and in the research, design, planning, and implementation of Telecommunication solutions.

• Assists in the orientation and training of other team members as required.

• Determines least cost routing based on various available facilities and program routing codes to maximize savings.

Level V (in addition to Level IV Accountabilities)

• Acts as the Subject Matter Expert across a broad range of Telecommunication technologies and integration with other technologies as a whole, both internally (Health Plan) and externally (Industry).

• Capable of providing vendor relations, including contract negotiation and dispute resolution.

Minimum Qualifications:

NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

All Levels

• Bachelor's degree in computer science, Information Technology or relevant field. In lieu of a degree, six (6) years of related work experience required.

• Experience with Avaya, Cisco and Teams preferred.

• Strong analytical abilities

• Must possess a high degree of professionalism and display excellent oral and written communications skills.

• Ability to exercise good judgment, work independently and maintain a high degree of professionalism is essential.

• Requires high degree of technical expertise.

Level II (in addition to Level I Qualifications)

• Three (3) years of related network/technical experience, including support of Avaya or Cisco call manager, VoIP network, Teleconference solutions, and carrier operations

• Knowledge of network regulations, industry standards, and operational constraints of networks systems.

• Demonstrated technical expertise in system hardware and software design.

• Continuing education via network and project management courses, seminars, and certifications.

Level III (in addition to Level II Qualifications)

• Five (5) years of related network/technical experience.

• Ability to interface with all levels of management, other plans, and outside professionals.

• Extensive knowledge of network, telecommunications, and/or computer systems.

Level IV (in addition to Level III Qualifications)

• Eight (8) years of related network/technical telecom experience.

• Concentrated knowledge in one or more areas.

• Possesses the ability to perform all tasks and activities relating to Telecommunication (PBX, VOIP, Teleconference, Mobile) monitoring, operations, installation, and maintenance for local and remote locations.

• Project management/coordination experience helpful.

• Possesses extensive knowledge of technologies outside of core Telecommunication discipline.

Level V (in addition to Level IV Qualifications)

• Eleven (11) years of related network/technical telecom experience.

• Concentrated expert level knowledge in one or more technical areas.

Physical Requirements:

• Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer.

• Ability to work while sitting and/or standing at a workstation viewing a computer and using a keyboard, mouse and/or phone for three (3) or more hours at a time.

• Ability to travel across the Health Plan service region for meetings and/or trainings as needed.

• Ability to work in a home office for continuous periods of time for business continuity.

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One Mission. One Vision. One I.D.E.A. One you.

Together we can create a better I.D.E.A. for our communities.

At the Lifetime Healthcare Companies, we’re on a mission to make our communities healthier, and we can’t do it without you. We know diversity helps fuel our mission and that’s why we approach our work from an I.D.E.A. mindset (Inclusion, Diversity, Equity, and Access). By activating our employees' experiences, skills, and perspectives, we take action toward greater health equity.

We aspire to reflect the communities we live in and serve, and strongly encourage people of color, LGBTQ+ people, people with disabilities, veterans, and other underrepresented groups to apply.

OUR COMPANY CULTURE: Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer