Telephony & Contact Center Solutions Architect

Metropolitan Jewish Health System, Inc.; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Metropolitan Jewish Health System, Inc. seeks a candidate to be responsible for the design, implementation, and support of enterprise telecommunications. This operational role involves hands-on management of VoIP systems, contact center platforms, and supporting technologies including video surveillance and access control systems.

The ideal candidate will possess a high school diploma, a minimum of four years of relevant experience, and strong communication and troubleshooting skills. Opportunities to engage with vendors and internal teams are key components of this position.

Qualifications

• Minimum of four years of experience in VoIP telephony infrastructure.
• Solid understanding of VoIP fundamentals and network principles.
• Ability to remain professional when interacting with users.

Responsibilities

• Managing telephone system design, implementation, and support.
• Managing contact center design, implementation, and support.
• Monitoring the ticketing system for escalations.

Skills

VoIP telephony infrastructure

Contact center solutions

Troubleshooting skills

Analytical skills

Communication skills

Education

High School diploma or equivalent

College degree preferred

Tools

8x8

OpenEye

Brivo

Job description

This position is responsible for the design, implementation, operation, and ongoing support of MJHS enterprise telecommunications and related hosted systems. Primary responsibilities include telephone and contact center platforms, with additional responsibility for providing advanced technical support across other systems managed by the department, including video surveillance, access control, and AV conference room technologies.

The role is hands‑on and operational in nature. The individual is expected to understand how systems perform in production, troubleshoot complex issues, work directly with vendors and internal teams, and ensure solutions are reliable, secure, well‑documented, and aligned with business operations.

Responsibilities

• Managing telephone system design, implementation and ongoing to support.
• Managing Contact Center design, implementation and ongoing to support.
• Working with key stake holders with regard the department systems and helping achieve success.
• Monitoring the ticketing system for escalations.
• Keeping up to date with other departmental systems (Security Cameras, ID Cards, AV Systems).
• Travel to remote sites in NYC area (5).

Qualifications

• High School diploma or equivalent. College degree preferred.
• Minimum of four years of experience in designing, implementation, and supporting VoIP telephony infrastructure and contact center solutions.
• Strong working knowledge of enterprise telephony and contact center platforms (8x8 Preferred).
• Solid understanding of VoIP fundamentals and the network principles that support them.
• Working knowledge of related enterprise systems such as:

• Video surveillance platforms (e.g., OpenEye).

  Access control systems (e.g., Brivo).

  AV conference room systems and control technologies.

• Strong troubleshooting and analytical skills.
• Ability to work independently with minimal supervision.
• Ability to manage multiple priorities in an operational environment.
• Clear written and verbal communication skills.
• Ability to remain professional when interacting with users, vendors, and leadership.