Engineer Telecom III - IT Infrastructure - Full Time

Guthrie Enterprise•Sayre, PA

About The Position

Description Summary: The Engineer III, Telecom applies expert-level knowledge of telecommunications principles, theories, and industry practices to design, implement, and optimize voice and communication infrastructure to support critical healthcare operations across The Guthrie Clinic (TGC). This position is responsible for advanced programming, system integration, troubleshooting, and project management of telecommunications equipment and services. Serves as a technical expert and mentor while contributing to strategic planning and architecture decisions. Acts as a bridge between technical implementation and strategic design initiatives.

Requirements

Minimum 5-7 years of hands-on experience with enterprise telecommunications systems, including Avaya/Nortel PBX platforms
Proven experience with VoIP, SIP trunking, and unified communications technologies
Strong working knowledge of network infrastructure, routing, switching, and QoS as it relates to voice systems
Experience with Microsoft suite including Windows OS, MS Office, O365, and Teams for Business
Experience with ITSM functionalities such as change control, CMDB and ticketing systems.
Associate degree with 6+ years of progressive telecommunications experience, OR Equivalent combination of education, certifications, and experience
Requires a current Avaya Aura certification focused on Session Manager and/or System Manager, or an equivalent industry-recognized certification.

Nice To Haves

Prior experience in a Contact Center, specifically CCaaS environments.
Familiarity with network design, firewall policies and bandwidth planning for Contact Center and Unified Communications workloads.
Familiarity with UCaaS and IVA.
Healthcare environment experience is a plus
Prior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units.
Demonstrated ability to facilitate evaluation of technologies and achieve consensus on technical standards and solutions among a diverse group of information technology professionals.
Excellent communication skills with ability to interact effectively with technical and non-technical stakeholders

Responsibilities

Design, program, and maintain advanced telecommunications systems including Avaya PBX platforms (CS1000, Communication Manager, IP Office), Tapit Nova call accounting, Xima Reporting & Call Recording, and Microsoft Teams/Skype for Business.
Lead implementation projects for telecommunications infrastructure including upgrades, migrations, new deployments, and physical moves. Coordinate with cross-functional teams to ensure successful project delivery.
Perform expert-level programming and configuration of PBX systems, including complex routing scenarios, trunk optimization, and system integrations.
Design and implement VoIP solutions, SIP trunking configurations, and unified communications platforms. Ensure optimal voice quality and system performance.
Collaborate with Network team to design, integrate, and support converged communication systems. Participate in network planning activities that impact voice services.
Contribute to the development of telecommunications standards, policies, and procedures. Provide input on strategic technology decisions and architectural direction.
Document existing telecommunications infrastructure and make recommendations for improvements, optimizations, and modernization initiatives.
Perform capacity planning and lifecycle management for telecommunications hardware, trunks, licenses, and resources. Monitor system performance and recommend scaling strategies.
Stay current with industry trends and emerging technologies in VoIP, unified communications, contact center solutions, and cloud-based telecommunications services. Evaluate new technologies for potential organizational benefit.
Serve as subject matter expert for telecommunications systems. Provide advanced troubleshooting and problem resolution for complex technical issues. Mentor and provide technical guidance to Telecommunications Tech I and II staff. Lead by example in technical excellence and customer service.
Train end users and technical staff on telecommunications hardware and software applications. Develop training materials and documentation as needed.
Work directly with vendors and service providers to resolve technical issues, negotiate solutions, and stay informed of product roadmaps and best practices.
Meet regularly with stakeholders across the organization to understand business needs, address concerns, and align telecommunications solutions with organizational objectives.
Perform in-depth problem determination and root cause analysis. Coordinate with appropriate vendors and IT personnel to troubleshoot and resolve issues efficiently.
Install, configure, and maintain network wiring infrastructure for voice and data communications where appropriate.
Participate in on-call rotation to provide 24/7 support for critical telecommunications systems. Respond to and resolve emergency situations.
Maintain accurate documentation of system configurations, network diagrams, standard operating procedures, and change management records.
Support ITSM processes including change control, incident management, and configuration management (CMDB).
Promotes the use of TGC’s PMO methodology and standards to manage IT initiatives.
Demonstrates commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations.
Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC.
Willingness to travel between sites in the TGC Pennsylvania/New York regional footprint (Sayre, Towanda, Troy, Corning, Cortland, Binghamton, etc.)
Performs related duties as assigned and unrelated duties as requested.