Telecom Analyst

The Telecommunications Analyst is responsible for ensuring the integrity deployment and maintenance of the companys cloud-based IP telephony voice communication systems including softphones call centers and PoE desk phones. This role encompasses managing day-to-day changes onboarding offboarding and projects related to VoIP initiatives. It also involves planning technology roadmaps configuring and optimizing all VoIP and cloud-based telephone systems and services both internally and those integrated with Internet-based services.

Hours: Monday-Friday between 7:00am-5:00pm. Occasional after-hours and weekend support based on system maintenance and upgrades. Primary work location is onsite in St Paul MN with some travel to Gillettes other locations within the Twin Cities.

The Telecommunications Analyst works closely with other Information System teams and departments to integrate telecommunications systems with other technology and applications. This position maintains comprehensive documentation of telecommunications systems and activities providing regular performance and status reports to management.

Additionally the role provides comprehensive support for various communication technologies within the organization. This includes managing and troubleshooting voice products mobile devices audio-visual equipment and other wireless communication tools. The analyst supports platforms such as Microsoft Teams and PerfectServe ensuring the smooth operation of contact centers and desk phones. Maintaining Service Level Agreements (SLAs) to ensure telephony functions meet business expectations is crucial highlighting the importance of reliability and efficiency in communication systems. This multifaceted role requires both technical expertise and a strong understanding of business needs.

Compensation & Benefits

The annual salary range for this opportunity is $81244/annually to $121908/annually with a median salary of $101576/annually. Pay is dependent on several factors including relevant work experience and internal equity. Salary is just one component of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package including a retirement saving match tuition and certification reimbursement paid time off and health and wellness benefits for .5 FTE and above.

Primary Job Responsibilities

Application Support:

• Coordinate installation and support for telecommunications infrastructure and associated software including AV Faxing call centers paging and any other telephony application or
• Configure test maintain monitor and troubleshoot end-user telecommunications hardware telephony devices and voice/data hardware products.
• Prioritize and respond to incoming tickets calls pages and emails concerning equipment and phone or line connectivity issues.
• Assist in coordinating with vendors for installation planning and maintenance of network cabling wiring and cabling needs.
• Maintain and update our faxing solution helping with training guides and customer troubleshooting.
• Oversee all paging applications and train customers.
• Conduct annual meetings with departments to review telephony programming configurations and volume.
• Monitor and analyze system performance data to identify areas for improvement.
• Maintain Telephony Inventory
• Design develop and implement AV conferencing systems for various platforms.
• Provide technical guidance and support to end-users.

System Configuration and Customization:

• Support telecommunications infrastructure and associated software including Faxing call centers voice mail and AV Conferencing rooms among other telecommunications related devices or products.
• Manage Phone number allocation caller ID Specialized workflow and recommendations.
• Maintain audit reports for unused extensions or voicemail and license details.
• Implement and manage change management processes for Telecommunications.
• Configure auto attendants phone numbers and ring groups.
• Maintain and manage all programming and configuration in the phone system platform.
• Customize workflows and scripts for the contact center and manage the contact center analytics.
• Troubleshoot and resolve issues related to phones headsets pagers and cell phones.

Application Maintenance and Upgrades:

• Oversee and coordinate telecommunications activities and projects.
• Manage licenses and ensure compliance.
• Perform day-to-day maintenance tasks such as adding and terminating users.
• Maintain documentation and inventory of telecommunications equipment and systems including documenting department or organizational workflows and writing procedure articles.

Strategy and Planning:

• Work with supervisors and managers to improve processes and workflows.
• Conduct annual reviews with departments to ensure systems are meeting their needs.
• Advise on process improvements and changes.
• Conduct root cause analysis for downtime and suggest solutions.
• Preventative maintenance on Red Phones and Telephony firmware updates

Qualifications

Required

• Bachelors degree in computer science MIS Business Administration Information Technology or equivalent experience.
• Experience with enterprise applications including (but not limited to) Microsoft Suite products OneDrive OneNote SharePoint and browsers.
• Minimum 3 years experience as a telecommunications specialist or VoIP/IP telephony systems software and hardware.
• Strong hands-on knowledge of the configuration and optimization of VoIP equipment. and related Network Infrastructure.

Knowledge Skills and Abilities

• Technical expertise in VoIP/IP telephony systems including configuration management SIP trunking and IP-PBX technologies.
• Strong networking knowledge (TCP/IP DHCP DNS) including troubleshooting and cabling/wiring fundamentals.
• Understanding of contact center operations telephony reporting and workflow configuration.
• Familiarity with healthcare privacy standards (HIPAA/PHI) and awareness of emerging telecom technologies.
• Proficiency with collaboration and AV tools (e.g. Microsoft Teams Zoom audio/video conferencing systems).
• Experience leading or supporting telephony-related projects and system implementations.
• Strong analytical troubleshooting and problem-solving skills.
• Effective communication skills with the ability to interpret technical documents and train end-users.
• Ability to partner with vendors and work both independently and collaboratively.

Preferred

• MBA MHA or related masters degree.
• 8x8 or other telecom vendor certifications.
• Knowledge of healthcare information system standards and regulations (HIPAA PHI).
• Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate
• Microsoft 365 Certified: Teams Administrator Associate

At Gillette Childrens we foster a culture where every team member feels a sense of belonging and purpose. We are dedicated to building an environment where all feel welcomed respected and supported. Our values are embedded at the heart of our culture. We act first from love embrace the bigger picture and work side-by-side with our patientsfamilies and colleagues to help every child create their own story. Together we work to ensure patients of all backgrounds and abilities reach their full potential.

Gillette Childrens is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individuals race color creed sex religion national origin age disability marital status familial status genetic information status with regard to public assistance sexual orientation or gender identity military status or any other class protected by federal state or local laws.

Gillette Childrens is a global beacon of care for patients with brain bone and movement conditions that start in childhood. Our research treatment and supportive technologies enable every child to lead a full life defined by their dreams not their diagnoses.

To learn more about working at Gillette Childrens please visit Childrens participates in the U.S. Department of Homeland Security (DHS) E-Verify program which is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If E-Verify cannot confirm that you are authorized to work Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit for further details regarding e-verify.

Required Experience:

IC