When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
The position requires deep expertise in Avaya PBX and enterprise voice systems to lead the design, implementation, optimization, and support of mission-critical telephony infrastructure. This role requires hands-on technical leadership, advanced troubleshooting skills, and the ability to drive voice strategy in complex enterprise environments. Responsible for the completion of daily moves, adds, changes, and cable installations as assigned. Additional responsibilities include the installation of tele/data cable for small projects, assisting the Telecom Technicians during large projects, cross-wiring of tele/data wall fields and patch panels, troubleshooting network problems related to the cable plant, data activations, and repairs of tele/data equipment and connections as assigned. Will be assigned to other projects as time and experience allow. (Remote)
Job Description:
Essential Duties & Responsibilities including but not limited to:
1. Routinely communicates with the Telecom Infrastructure Manager, Telecom Manager, and others as appropriate, regarding department functions and the status of various programs, services, and financial objectives.
2. Maintains Telecom Department SLA timelines for call backs, installations and problem resolutions. Responsible for accurate ticket reporting.
3. Participates as a senior technical member of the Telecommunications team in assisting with technical installations as required, as well as with planning and operational management. Monitors daily work requests in tracking systems and completes requests for MACs and new cable installations.
4. Installs cable infrastructure in conformance with standards set by the BILH Telecommunications Department, while adhering to all industry standards and code requirements. Must have a thorough understanding of voice and data wiring standards as well as other low voltage cable installations, including audiovisual cable installations, security wiring, and fiber standards.
5. Monitors system alarms and acts to repair and resolve those within department specified timelines, and within area of expertise; Escalates issues beyond scope of experience to management and/or vendor(s). Monitors work order tracking system for tickets and prioritize workload accordingly.
6. Mentors entry-level Telecom Technician positions. Manages construction/renovation projects and may supervise the work of Telecom Technicians, Analysts, and contractors working for the Telecommunications Department to ensure quality of craftsmanship or to verify and approve the installation of new services and equipment.
7. Maintains expert level of technical knowledge.
8. Provides expert troubleshooting for system issues requiring advanced telecom and networking knowledge. Provides second-level support for all telecommunication problem incidents throughout the organization. Confers with the manager on difficult or complex problems that cannot be resolved within established service levels. Interfaces with vendors to resolve problems.
9. Responsible for maintaining critical communications services in emergency situations and must be available off hours for major installations, upgrades, outages and on-call rotation to ensure minimal disruptions to services, patients, staff or visitors.
Minimum Qualifications:
Education: High School diploma or GED required. Bachelor’s degree preferred.
Experience: 10 years of hands-on experience with Avaya PBX systems in enterprise environments, or related work experience.
Skills, Knowledge & Abilities:
• Expert-level knowledge of Avaya architecture
Advanced experience with VoIP, SIP, H.323, PRI, SBCs, and gateways
• Strong networking knowledge: TCP/IP, VLANs, QoS, routing, DNS, DHCP, firewalls
• Proven experience in troubleshooting complex voice, signaling, and media issues
Preferred Qualifications & Skills:
• Avaya certifications (ACSS, ACS, or equivalent)
• Experience with Avaya Contact Center solutions (ACD, CMS, Elite)
• Exposure to cloud, hybrid voice, or UC migrations
• Experience with security, compliance, and voice monitoring tools
Dept./Unit-Specific Skills:
• Ability to lead technical initiatives end-to-end
• Strong communication skills with technical and non-technical stakeholders
• Mentorship mindset and team leadership experience
• Excellent problem-solving and decision-making skills
Pay Range:
$115,000.00 USD – $145,000.00 USD
The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.
