Telecommunications Analyst — Lead Tech & On-Call

Beth Israel Lahey Health, Inc.; Boston (MA); On-site; USD 96,432,000 - 129,770,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Telecommunications Analyst to support a multi-vendor, multi-platform telecom environment. You will configure the phone system, manage call routing, and assist with new technologies under the Telecommunications Architect.

The role requires 5–8 years of telecom experience, a high school diploma or GED, and Avaya certifications are preferred. It includes off-hours support and on-call rotation to ensure uninterrupted critical communications services.

Qualifications

• High School diploma or GED is required.
• Associate's degree preferred.
• 5–8 years of related telecom experience required.

Responsibilities

• Routinely communicates with the Telecom System Manager and others regarding department functions and status of programs, services, and financial objectives.
• Work to maintain Telecom Department SLA timelines for call backs, installations, and problem resolutions; accurate ticket reporting.
• Participate as a technical member of the Telecommunications work team; assist with installations and with planning/operational management; monitor daily requests in tracking systems and complete requests for system configurations.
• Primary responsibility is proper configuration of the phone system; configure call forwarding, call routing, voice menus, and call recordings; program ACD agents and skills; design workflow solutions with end users.
• Mentor entry level Telecom Associates; manage telecom projects and supervise work of Telecom Associates and Contractors to ensure quality of work.
• Request assistance from the Telecom Architect for difficult work; manage small projects; work independently or in teams on multidisciplinary projects.
• Facilitate resolution of alarms/outages by debugging, coordinating with vendors, testing, and delivering parts as needed.
• Maintain critical communications services in emergencies and be available off hours for major installations, upgrades, outages, and on-call rotation.

Skills

Advanced technical computer skills

Education

High School diploma or GED

Associate's degree preferred

Job description

Beth Israel Lahey Health is seeking a Telecommunications Analyst to support a multi-vendor, multi-platform telecom environment. You will configure the phone system, manage call routing, and assist with new technologies under the Telecommunications Architect.

The role requires 5–8 years of telecom experience, a high school diploma or GED, and Avaya certifications are preferred. It includes off-hours support and on-call rotation to ensure uninterrupted critical communications services.