Telecommunications Specialist | RingCentral

Telecommunications Specialist

Heartline Staffing is recruiting a Telecommunications Specialist with required Ring Central experience for an onsite position in Boston, Massachusetts. This role supports enterprise telecommunications operations across multiple campuses and community locations and requires experience designing, maintaining, administering, and troubleshooting complex voice and telecommunications environments.

Position Overview:

The Telecommunications Specialist supports day-to-day telecom operations and technologies including cloud and on-premise VoIP, TDM, analog, voicemail, conference calling, call recording, hardphones, softphones, and related peripherals. The position also serves as a primary escalation resource for the Telecom team and supports complex enterprise voice infrastructure, call flows, integrations, upgrades, migrations, and deployments.

Compensation: $80,000–$95,000 annual salary

Schedule / Work Arrangement:
Full-Time Onsite in Boston, MA 02118 Up to 20% travel

Role:

• Engineer, design, document, troubleshoot, and administer telecommunications systems and software.
• Manage and support telecom moves, adds, and changes.
• Work daily Service Now tickets supporting clinical and administrative staff.
• Provide remote and in-person end-user support and technical/administrative training.
• Collaborate with Network, Info Sec, Service Desk, Data Center, PMO, IT, and Call Center leadership to support secure, scalable, integrated voice services.
• Perform and schedule system backups and troubleshoot using tools including Wireshark, Solar Winds, and TraceSBC.
• Support integrations with paging, overhead paging, call recording, and IVR systems.
• Maintain detailed telecom documentation including configurations, SOPs, call flows, dial plans, IP schemas, and QoS configurations.
• Serve as a primary escalation point for the Telecom team and provide mentorship and support to junior analysts.
• Collaborate with outside vendors on complex installations, upgrades, and maintenance involving SIP, PRI, LAN/WAN, and POTS.
• Administer and support Ring Central cloud-based voice services for 3,000+ UC end users and 500+ call center agents.
• Support NICE CXone call flows and Studio Scripting, Ring Clone, MS Teams/WebRTC integrations, softphones, voice applications and plug-ins, and Yealink/Poly hardphones.
• Manage call routing, dial plans, voicemail systems, hunt groups, and auto attendants.
• Troubleshoot complex enterprise voice, video, and collaboration issues.
• Maintain and optimize voice gateways, SIP trunks, analog line integrations, and enterprise voice resiliency features.
• Participate in voice infrastructure upgrades, migrations, new-site deployments, patching, version control, and hardware/software refreshes.

Benefits:

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Retirement
• Paid time off

Requirements:

• Ring Central experience REQUIRED

• Bachelor of Science degree in Computer Science and at least 5 years of experience working with telecommunications and information technology network systems, or an equivalent combination of formal education and experience REQUIRED

• Demonstrated progressive knowledge, responsibility, and experience with telecommunications and information technology network systems REQUIRED

• Familiarity with Avaya Communication Manager v16.3, System & Session Manager, Aura Messaging & Conferencing, CMS, Vera Smart Call Accounting, Virtual Observer call recording platform, G430/G450 media gateways, and G650 cabinets/cards REQUIRED

• Excellent oral and written English communication and interpersonal skills REQUIRED

• Strong organizational skills with the ability to multitask, prioritize essential tasks, and meet deadlines REQUIRED

• Ability to analyze and solve problems systematically, logically, and in a timely manner REQUIRED

Preferred:

• Cisco Certified Network Associate (CCNA) and/or Cisco Certified Voice Professional (CCVP)

• Avaya Certified Support or Implementation Specialist