Telecom Engineer III

Pediatric Associates was founded in Hollywood, FL in 1955. The same clinician-led, evidence-based, medical home passion is a unifying driver for those who join Pediatric Associates Family of Companies. The Pediatric Associates Family of Companies is a growing team of Pediatricians and Pediatric Care Teammates who are excited to be part of the first nationwide Pediatric Primary Care Medical Home. We further our uniqueness by ensuring the clinician voice is leading our medical home innovations.

PRIMARY FUNCTION

The Telecom Engineer III is tasked with designing, implementing, maintaining, and supporting telecommunications systems, specializing in managing RingCentral and NICE InContact environments. This role provides Tier II end-user support and training for telecommunication issues. Additionally, the Telecom Engineer III will handle the maintenance and migration of legacy telephony systems from acquired sites to the enterprise telephony system.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all of the duties that may be assigned.

Design, implement, and maintain our enterprise telephony and efax systems.

Maintain and optimize our current RingCentral and InContact/NICE telecommunication systems to meet the business requirements.

Collaborate with cross-functional teams to ensure seamless integration of telecom solutions into the overall IT infrastructure.

Monitor system performance and make recommendations for improvements.

Provide technical support for telecom-related issues, including but not limited to call quality, system outages, and user inquiries.

Investigate and resolve complex technical problems within the telecommunication infrastructure.

Implement and enforce security measures to protect telecom systems from unauthorized access and potential threats.

Ensure compliance with industry regulations and standards in telecommunications.

Maintain detailed documentation of telecom configurations, procedures, and troubleshooting steps.

Create and update system documentation for reference and training purposes.

Plan and execute upgrades of RingCentral and InContact/NICE systems to leverage new features and enhancements.

Lead migration projects to transition from legacy telephony systems to our enterprise telephony platform.

QUALIFICATIONS

EDUCATION: Bachelor's degree in Telecommunications, Information Technology, or a related field. Alternatively, 10 years of relevant experience in the field may be accepted in lieu of a degree.

EXPERIENCE:

• Minimum 10 years of experience in telecom engineering with a focus on RingCentral and InContact/NICE environments. Healthcare experience preferred.
• Strong knowledge of VoIP, SIP, and other telephony protocols.
• Proficiency in network infrastructure and security related to telecommunications.
• Experience in managing contact center solutions and workflows.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with industry compliance standards and regulations.
• Strong communication and collaboration skills.

LICENSURE / CERTIFICATION

• Relevant certifications such as RingCentral Certified Engineer, InContact/NICE certifications, and other industry-specific certifications are highly desirable.

KNOWLEDGE, SKILLS AND ABILITIES

• Proven ability to manage multiple tasks simultaneously.
• Clear and concise communication skills.
• Strong logical and critical thinking abilities.
• Dependable and detail-oriented with a strong work ethic.
• Willingness and aptitude for continuous learning and professional development.
• Excellent customer support skills, including experience supporting C-suite executives.
• Superior documentation skills.
• Expertise in remote troubleshooting techniques.
• Strong analytical skills with a proven ability to solve complex problems.
• Strong analytical skills, ability to solve problems.

TYPICAL WORKING CONDITIONS

• Non-patient facing
• May rotate working in the office and remote/telework; if remote, must be U.S. based
• Professional environment
• Indoor work
• Operating computer
• Involves high and frequent call volumes
• Data entry for extended period of times
• Requires sitting for long periods of time
• May require weekend work

OTHER PHYSICAL REQUIREMENTS

• Vision
• Sense of sound
• Sense of touch

PERFORMANCE REQUIREMENTS

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.

The Pediatric Associates Family of Companies an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.