Network & Telecommunication Support Analyst IV; Avaya System Manager & Session Manager - Onsite

Title: Network & Telecommunication Support Analyst IV

Hours: 40 hours: M-F 8:30-5 PM EST. On‑call rotation required every 8 weeks.

Location: 5 days per week onsite; ability to work at Tufts Medical Center, Melrose Wakefield Hospital, or Lowell General Hospital depending on candidate preference. May need to travel to our other facilities in Massachusetts including Tufts Medical Center, Lowell General Hospital, and Melrose Wakefield Hospital as needed.

This position will focus on migrating our legacy telephone systems to new VOIP infrastructure using the Avaya based platform.

This position is responsible for implementing and maintaining Avaya back‑office infrastructure including System Manager, Session Manager and SBC configurations. Develop new technologies in conjunction with team members to ensure voice/video operations are in line with leading standards. Make network upgrade and configuration recommendations based on performance metrics and capacity planning. Contribute to developing and maintaining framework policies and procedures to ensure that standardized methods and best practices are utilized.

Drive resolution of high‑severity outages impacting IT infrastructure and provide problem resolution for highly complex infrastructure issues for enterprise infrastructure groups. Participate in establishing metrics, key performance indicators and monitoring of the network and networking components as well as contributing to tool improvements and operational support processes and procedures.

• High school diploma or equivalent.
• Five (5) years of technical experience in Voice Infrastructure Networking.

• Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or a related technical field.
• Experience with Avaya System Manager / Session Manager 6.2 or higher.
• Experience with Cisco Software.
• Experience with Nortel CS1K.
• Certification in one or more of the following: AWS Connect, CCNA Voice (Cisco Certified Network Associate Voice), CCVP (Cisco Certified Voice Professional), CCNA Data Center.

• Build and maintain the Avaya SIP voice infrastructure across the organization.
• Maintain and support legacy Nortel CS1K infrastructure.
• Work closely with the network team on network preparation for Session Initiation Protocol traffic allocation & flow.
• Create and maintain documentation for use in infrastructure configuration, maintenance, and upgrade planning.
• Develop and maintain necessary process and technical controls over the Avaya voice infrastructure, to ensure production stability while enabling the efficient and clean migration of new functionality to production.
• Communicate information about environment activities (refreshes, maintenance windows, upgrades, patches) and enforce proper environment use for build, testing, and training to project team and end users.
• Lead and oversee the standardization and upgrades for back‑office Avaya infrastructure systems and Zoom application across the organization.
• Lead and oversee the migration and troubleshooting of applications across the voice/video networks.
• Work with core teams to identify potential outage conditions and resolve them before impact.
• Troubleshoot outages for fast resolution.
• Review and revise call flows as required for optimum production.

• Frequent sitting, occasional standing & walking, and lifting of 5-10 lbs.
• Mental requirements will be intense at times with involvement in many concurrent multi‑faced projects.
• Manual dexterity using fine hand manipulation to operate a computer keyboard or related equipment.
• Ability to see computer screen, monitoring equipment and reports.

• Knowledge of network topologies and security models in various regulatory environments to include PCI, HIPAA, and other government protocols.
• Ability to assess equipment configurations, logs, statistics, and troubleshooting skills.
• Knowledge of internet protocols, including IPv4 and preferred working knowledge of IPv6 technologies.
• Knowledge of routing, security and switching equipment with primary focus on performance, effective and secure configuration.
• B…