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GENERAL SUMMARY OF POSITION:

Under the general direction of the Manager of Telecommunication and Data Connectivity Services, responsible for supervising all

activities related to planning, installation, operation, maintenance of Telecommunications equipment, system installations and upgrades.

Supervise Telecommunications Analysts. Manage service vendors as appropriate.

MAJOR RESPONSIBILITIES:

• Insures all Telecommunications services (e.g., Phone system, Call Accounting system, Voice Mail, ACD, Paging System, TAU/MAU, etc.) are functioning at optimal levels. 
• Escalate problems as appropriate.
• Manage vendors who provide maintenance and support of Telecommunications equipment (Hardware and Software).
• Supervise Telecommunication Analysts. Insure policies and procedures are adhered to by staff.
• Local Exchange Carrier, Inter-Exchange Carrier circuit installation, maintenance and administration.
• Maintain Technical documentation of all systems, circuit dispositions and design configurations.
• Data/Modem pooling hardware and configuration as it relates to Voice Services.
• Maintain facilities’ environment; Administrate DC power plant, UPS Systems, Fire protection systems, HVAC Systems.  Contact  Facilities Dept. for maintenance of these systems.
• Disaster avoidance and recovery planning.
• Budgeting, prepare cost estimates on system expansions, project planning.
• Responsible for defining policies and procedures for Telecommunications infrastructure.
• Advise towards planning of upgrades and/or new protocols within the Telephone industry. Insure UMMS remains compatible with other UMASS campus’.
• Implements and administers long-range strategic plan to build, and secure the growth potential of UMMS's voice technology  and services infrastructure.  Integrates those with other technologies and services that are provided by the division. Assists in the designs, and implements respective architecture.
• Develops, presents, and executes annual and quarterly workplans.  Utilizes and effectively implements computer-based management  tools within own department.
• Takes a lead role in managing, a Voice Systems Division that is motivated, trained, and equipped for excellence in service.
• Prepares and manages the departmental capital and operating budget.
• Develops, communicates, and implements realistic service definitions.  Complements those with standards of performance, policies, procedures, and assets-management techniques.  Ensures wide access to, and uninterrupted availability of systems and service in areas of responsibility.
• Identifies and acts upon opportunities to reduce costs and increase revenues.
• Responsible for recommending when to upgrade existing telephony related equipment; takes lead in implementing upgrades upon prior approval of Manager.
• Monitors and evaluates related developments in the industry market, government, and academia. Secures opportunities for UMMS  to proactively benefit from progress in the field. 
• 7X24 On-Call coverage of Telecommunications area, specific to problem resolution of telecom Equipment.
• Other duties and responsibilities as required.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in Telecommunication, or equivalent. 
• 5-7 years related work experience.
• Working knowledge of all aspects with installation, maintenance, functionality, hardware, design, as well as programming of analog and digital PBX’s.
• Proven ability to Project Manage new telephony service installations and upgrades of existing services.
• Working knowledge of analog and digital transmission systems and media, multiplexor’s, channel equipment, line repeaters, and ISP, OSP facilities.
• Proficiency in using test equipment (BERT’s, TIM’s, Oscilloscopes, TDR’s, Meggers, protocol analyzers, breakout boxes, etc.).
• Familiarity with Data Communication standards, applications, electrical and physical interfaces.
• Effective verbal and written communication.
• Experience with telecom interfaces and local loop for analog/digital trunks, ISDN, alarm and radio circuitry, and demarcation practices.
• Experience with microcomputers and desktop applications (MS Word, Excel) preferable.
• Demonstrated ability to work with diverse groups; strong, positive interpersonal skills.
• Valid driver’s license and dependable transportation.

PREFERRED QUALIFICATIONS:

• Three to five years of Avaya Aura Call Center configuration, management and implementation experience.
• Experience configuring and troubleshooting Avaya AES, Chat, Contact Analyzer, WFM/WFO and Wall Board.
• Extensive experience with customer requirements gathering and solution delivery
• Experience with on the job training and knowledge transfer to both customers and co-workers.

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