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Form of workCOMPANY DESCRIPTION
Borland Groover is one of Florida’s leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover and find your values aligning with ours, apply to join our team!
POSITION SUMMARY
The Telephony Engineer oversees the implementation, troubleshooting, and maintenance of company-wide voice technologies, including phone systems, voicemail applications, unified communications, and call center applications. This role involves managing IP telephone integrations, server management, application administration, and project management of telecom initiatives. The incumbent is responsible for providing technical expertise, diagnosing and resolving complex issues, and ensuring efficient operations of telecommunications systems. This role involves collaborating with stakeholders to understand business requirements, providing technical expertise, and delivering solutions that meet the organization's telecommunication needs.
ESSENTIAL JOB FUNCTIONS
- Configure, maintain and troubleshoot telephony systems, including phone systems, faxing, voicemail applications, contact center software, and related infrastructure.
- Collaborate with stakeholders to gather requirements and design telephony solutions that align with business needs.
- Implement and optimize telephony configurations to ensure reliability, performance, and security.
- Provide guidance and assistance to customers in configuring, using, and troubleshooting telecom equipment, soft phones, software applications, and communication services, ensuring optimal performance and functionality.
- Monitor telephony systems to identify and resolve performance issues and optimize system efficiency.
- Document telephony configurations, procedures, and troubleshooting steps to ensure knowledge sharing and continuity.
- Educate customers on telecom products, contact center applications, services, and features, providing training sessions, user guides, and instructional materials to enhance their understanding and usage.
- Stay up-to-date on emerging telephony technologies and best practices to continuously improve telephony systems and processes.
- Serve as the administrator on telephony platforms, managing user accounts, permissions, and system settings.
- Identify opportunities for process improvements, efficiency enhancements, and service innovations, and collaborate with cross-functional teams to implement best practices and solutions.
ADDITIONAL RESPONSIBILITY
- Assist in the installation, configuration, and maintenance of telephony hardware, such as phone systems and related equipment.
- Collaborate with other teams, such as network engineering and IT support, to integrate telephony systems with other infrastructure components.
- Participate in telephony-related projects, such as system upgrades, migrations, and expansions.
- Provide training and support to end-users on telephony systems and applications.
- Proactively identify opportunities to optimize telephony systems for improved performance and efficiency.
- Collaborate with stakeholders to implement system enhancements and upgrades.
- Conduct regular assessments of telephony systems to identify areas for improvement.
- Recommend and implement best practices to enhance telephony system reliability and functionality.
COMPETENCIES
- Communication: Clear and effective communication with stakeholders.
- Analytical Thinking: Ability to analyze and solve complex telephony issues.
- Customer Service: Deliver exceptional support to end-users.
- Planning and Organization: Efficiently plan and prioritize telephony tasks.
- Technical Expertise: Strong knowledge of telephony systems and protocols.
GENERAL QUALIFICATIONS
- Bachelor's degree in Information Technology, Telecommunications, or a related field is preferred.
- Minimum 5-7 years of experience in Telephony/Call Center technologies.
- Strong understanding of telecom concepts, technologies, and protocols, including PSTN, VoIP, SIP, GSM, CDMA, LTE, and data networking fundamentals.
- Experience with configuring and maintaining contact center platforms is required (Zoom and Talkdesk are a plus).
- Proficiency in troubleshooting hardware, software, and connectivity issues related to IP-telephony, contact center systems, mobile devices, and network infrastructure.
- Excellent communication skills, both verbal and written, with the ability to communicate technical information clearly and effectively to non-technical users.
- Strong problem-solving skills, with the ability to analyze issues, identify root causes, and implement effective solutions in a timely manner.
- Customer-focused mindset with a passion for delivering exceptional service and support to users of all technical proficiency levels.
- Familiarity with ticketing systems, CRM software, and remote support tools is desirable.
- Certifications such as CompTIA A+, Network+, or equivalent are a plus.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
PHYSICAL DEMANDS
- Sitting: Prolonged periods of sitting at a desk and working on a computer: essential
- Moderate lifting (15-20 lbs.): essential
- Walking: Must be able to access and navigate each department at the organization’s facilities: essential
- Pushing/Pulling: marginal
- Standing: essential
- Repetitive motion: marginal
- Reaching: marginal
- Bending: marginal
EMOTIONAL DEMANDS
- Fast pace: essential
- Multiple Stimuli: essential
- Intense customer interaction: essential
- Frequent change: essential
MENTAL/SENSORY DEMANDS
- Memory: essential
- Reasoning: essential
- Hearing: essential
- Reading: essential
- Analyzing: essential
- Logic: essential
- Verbal communication: essential
- Written communication: essential
BENEFITS (FULL-TIME ONLY)
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Retirement Plan
- Life Insurance
- Short- and Long-term disability
- Profit Sharing
- Supplemental Insurance
- Education and Tuition Reimbursement funding
- Initial Uniform Allowance
- Employee Assistance Program (EAP)
- Paid Time Off (PTO)
- Volunteer Time Off (VTO)
- Paid Holidays
IMPORTANT NOTE
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We thank all applicants for their interest, however only those selected for an interview will be contacted.
