Location: Pennington,NJ, USA
Work Shift:
Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.
Position Overview:
IT Assistant Manager, Telecommunications
Summary (Basic Purpose of the Job):
The IT Assistant Manager, Telecommunications is responsible for overseeing the implementation, maintenance, and optimization of the organization's telecommunications infrastructure. Reporting to the IT Director, this role will lead the team maintaining current on-premise phone systems (Avaya, Windstream, Nortel) and work closely with project management teams to successfully migrate to a unified cloud-based telecommunication platform (UCaaS/CCaaS) over the next 18 months. The Assistant Manager will also ensure the smooth integration of advanced tools like contact center analytics, AI-driven customer service tools, and KPI tracking to enhance operational efficiency and customer experience.
Minimum Requirements:
Education: Bachelor's degree in Telecommunications, Information Technology, or a related field is preferred. Equivalent experience may be considered.
Experience: 5+ years of experience in telecommunications, including managing phone systems and leading teams.
Experience with on-premise systems (e.g., Avaya, Nortel) and cloud-based platforms (UCaaS/CCaaS).
Familiarity with migrating legacy systems to cloud-based solutions.
Prior experience in overseeing the implementation and maintenance of call center technologies.
Other Credentials:
Relevant telecommunications certifications are a plus.
Strong understanding of VoIP, SIP, and telecom protocols.
Knowledge and Skills:
Expertise in modern telecommunications systems, especially cloud-based UCaaS/CCaaS platforms like Amazon Connect, Genesys, or Zoom.
Knowledge of AI-driven tools and their application in contact centers (e.g., virtual agents, sentiment analysis, intelligent call routing).
Strong analytical skills and experience with tracking and reporting KPIs (e.g., first call resolution, customer satisfaction, average handle time).
Familiarity with advanced contact center resource management and workforce optimization.
Special Training:
Training in AI-powered contact center platforms and familiarity with contact center analytics and workforce management tools is highly desirable.
Mental, Behavioral, and Emotional Abilities:
Excellent leadership, communication, and problem-solving skills.
Ability to manage and inspire a technical team through significant system changes and projects.
Essential Functions:
Team Leadership: Oversee the team responsible for the current telecommunication systems, ensuring optimal system performance and high-quality support for phone systems and call centers.
Migration to Cloud-Based Phone Systems: Lead the team in the migration from on-premise phone systems (Avaya, Windstream, Nortel) to a unified cloud-based UCaaS/CCaaS solution over the next 18 months. Work closely with the IT Director, project managers, and vendors to ensure a seamless transition with minimal disruptions.
Call Center System Management: Manage the maintenance and performance of the current and future call center systems, ensuring they meet business needs and provide a high level of customer satisfaction. Leverage advanced features such as call routing, IVR, workforce management, and integration with CRM and EHR systems.
AI-Driven Features: Explore and implement AI-powered tools like intelligent call routing, virtual agents, and sentiment analysis to enhance customer interactions and improve call center efficiency.
Performance Monitoring and Analytics: Monitor telecom system performance using advanced analytics tools, and provide detailed reporting on KPIs such as call resolution time, agent productivity, and customer satisfaction. Use this data to drive continuous improvement initiatives.
Vendor Management: Liaise with vendors to ensure that all telecom-related hardware, software, and services are procured, implemented, and supported effectively. Ensure vendor compliance with contractual obligations and SLAs.
Cross-Functional Collaboration: Collaborate with other IT teams, project managers, and business units to ensure telecom solutions are aligned with broader business goals, including seamless integration with enterprise applications like EHRs, ERPs, and ITSM systems.
Resource Optimization and Workforce Management: Oversee the configuration and optimization of workforce management tools in the contact center, ensuring that resource allocation and scheduling are efficient to meet customer demand during peak hours.
Documentation and Knowledge Sharing: Develop and maintain detailed documentation for telecommunication systems and workflows. Provide training to team members on new tools and technologies as needed.
Responsibilities
* Works closely with manager to execute strategic directions to enhance overall operations of Infrastructure (Network/Telecom) Department
* Maintains communication with end users and information systems team during preliminary task and problem detail through follow up after completion according to information systems protocol. Maintains objectivity and detailed technical descriptions when documenting problem resolutions at all times.
* Provides guidance, mentorship, and supervision to a designated team of IT professionals, including telecom/network specialists and engineers, and clinical DECT technicians.
* Oversee day-to-day operations of assigned functional areas, ensuring adherence to established policies, procedures, and service level agreements.
* Manages and prioritizes telephony/network support activities, including troubleshooting, hardware and software installations, and user assistance, to ensure timely resolution of issues and minimal disruption to end-users.
* Supervises the maintenance and operation of telephony/network equipment and systems, including phone systems (traditional and UCaaS), automatic call distributors (traditional and CCaaS), messaging and call application systems, CTI systems.
* Leads efforts related to DECT device management, including deployment, configuration, security, and troubleshooting of devices such as Ascom and Spectralink units
* Assists in overseeing MDF and IDF operations, including monitoring equipment, managing power and cooling systems, and coordinating hardware maintenance activities.
* Monitors key performance indicators (KPIs) and metrics for assigned operational areas, identifying trends, issues, and opportunities for improvement. Prepare regular reports and updates for management review.
* Collaborates with vendors and service providers to procure necessary equipment, tools, and services. Ensure vendor compliance with contractual obligations and service level agreements.
* Facilitates training sessions and knowledge-sharing activities to enhance the skills and capabilities of team members. Encourage continuous learning and professional development within the team.
* Performs other duties as assigned and possesses a willingness to adapt to changing department demands.
Knowledge and Skills: Strong technical skills and knowledge of IT infrastructure components, including hardware, software, and voice and data networking.
Proven troubleshooting skills. Knowledge of and adherence to IT policies and processes to ensure consistent quality of service.
Project management skills.
Exceptional customer relationship and consensus building skills.
Ability to prioritize tasks, delegate responsibilities, and work effectively in a fast-paced environment.
Special Training: ITSM certification, Training in voice/data networking.
Mental, Behavioral and Emotional Abilities: Ability to establish effective working relationships in a diverse organization; flexible in adapting to clients changing needs. Ability to work independently and exercise sound judgment in managing a diverse technical staff.
Offers are contingent upon successful completion of our onboarding process and pre-employment physical. Capital Health will require all applicants (including contractors, travelers and consultants) to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.
Company will never ask candidates for social security numbers or date of birth during application phase. If you are asked for this information online, you may be a target for identity theft.