Telecom Administrator / Telecommunications Support Specialist

JOB DESCRIPTION

 Location:  Shafter

Job Summary:  Under the direction of the Associate Director of IT and Communications, the Telecom Administrator is responsible for coordinating, evaluating and maintaining the VoIP telephone communication systems for Omni Family Health (OFH) corporate office, call center, and its off-site clinic locations.  Administers the Omni Family Health telecommunications system (phone and video) and ensures all processes and interfaces are working.  The Telecom Administrator will also work with staff from all Departments in developing and maintaining the Call Center VoIP communication system to include reporting and dashboards, and network integration.  Under the direction of the Associate Director of IT and Communications, plans and performs the design, costing, implementation and documentation of telecommunication system installations and upgrades.

Job Duties:

  1. Plan, develop, coordinate, and implement new or modified telecom systems to meet Omni Family Health’s computer-based VoIP telecommunication needs; utilize personal computer (PC) and software to program telephone equipment and other devices.
  2. Provide responsive system administration for the telecommunications system and voice messaging systems by recommending appropriate software additions and instructing users in the use of equipment and utilization of system features and applications.
  3. Develop, implement and maintain a systematic, comprehensive and secure telecommunications system; establish access and egress security procedures; secure the administration system, and perform ongoing security monitoring.
  4. Coordinate with VoIP vendors and/or perform installation of software/hardware in new locations.
  5. Coordinate with OFH data/voice circuit vendors to ensure the correct circuits, SIP trunks, and VLANs are provisioned.
  6. Assist IT departmental staff with the design, execution and installation of automated attendants; IVR; provide technical support for the telecommunications network, including maintenance of voice mailboxes and passwords; perform basic switch software maintenance; scheduling after hour and holiday messages.
  7. Perform routine maintenance on the various telecommunication databases, including equipment, circuit, and users.
  8. Process move, add, and change for lines and equipment.
  9. Assist in the development and implementation of training activities and materials; instruct users in voice mail login and feature procedures; call center agents; reporting and dashboard usage; and provide user training for phone system features and use of various phone types.
  10. Assist with the design, costing, implementation, and documentation of telecommunication system installations and upgrades.
  11. Make design modifications to systems or equipment;
  12. Prepare applicable technical specifications for software/hardware quotes for purchase.
  13. Ensure the phone and telecom system equipment inventory is accurate and up to date.
  14. Serve as the VoIP telecom system subject matter expert (SME).
  15. Administer related systems such as fax server, video-teleconferencing system (WebEx, or others), and mobile device management (MDM) system(s).
  16. Contribute to the overall success of the IT Department by performing all other duties and responsibilities as assigned.
  17. Promote and believe in the OFH mission statement.

Additional Duties:

  1. HIPAA compliance – Responsible for maintaining abreast of and in compliance with all HIPAA regulations and requirements. Treats all member information confidential.
  2. Compliance – Ensure compliance with all local, state and federal regulations.
  3. QA/QI – Participate in QA/QI activities and contribute towards the overall performance improvement of the organization.
  4. All employees will participate in Patient Centered Health Home Model at Omni Family Health.
  5. All employees will participate in Patient Centered Health Home Model at Omni Family Health.

Qualifications, Education, and Experience:

  1. A high school diploma or the equivalent is required; a degree in Telecommunications or Computer Science (or technology related) is preferred.
  2. 2 years administration experience in a VoIP telecommunications environment is required. Experience working with data and wireless communications is preferred.  Experience with Cisco Call Manager is preferred.
  3. Experience supporting a Video Conferencing system is a plus.
  4. Effective customer service skills and the ability to assist in training on the use of the VoIP communications server, call center, and voice messaging systems features/functionality are required.
  5. Effective interpersonal, verbal, and written communication skills are required.
  6. The ability to manage and prioritize multiple, concurrent projects while meeting aggressive deadlines is required.
  7. The ability to work independently as well as collaboratively with little supervision is required.
  8. Accuracy and reliability are required.  The ability to work with database applications is preferred.
  9. A strong understanding of VoIP telecom server programming, features, automated attendant, inbound/outbound call center, call vectoring, system monitoring, audio conferencing, and telecommunications equipment, including customer premise equipment, will be evaluated.
  10. A demonstrated understanding of SIP trunks, and PRI carrier-based communications provisioning and protocols in both public switched and private telecommunications networks will be evaluated.
  11. Intermediate computer skills and knowledge reliability are required.  Familiarity with headsets is preferred.
  12. Knowledge of telecommunication software/hardware, SIP trunks, PRIs, VLANs, network equipment and network topography; VoIP telecommunication principles and procedures; fax servers, video conferencing, softphones, IP phones, desktop applications and software; project planning, telecom system report generation and dashboard configuration.
  13. Ability to conduct research, interpret and apply complex telecom technical information from system documentation; work effectively with other staff, coordinate with other corporate staff for phone system changes and scheduling, use logic and analysis to solve systems problems; work with computer software; advise and provide interpretation to others how to apply policies, procedures and standards to specific situations; exercise the judgment, decisiveness and creativity in issue resolution situations; train staff; read and understand professional journals and literature; prioritize competing requests for service and projects; update status reports; and effectively communicate ideas and technical concepts orally and in writing.
  14. Proficiency with Microsoft Office suite.
  15. Excellent written and oral communication skills.
  16. Must have California Driver license.
  17. Must be able to travel between clinics and Corporate office as required.

Responsible To:  Associate Director of IT and Communications

Classification:     Full Time Position, Non Exempt