Telecom Engineer, Information Technology

Telecom Engineer, Information Technology

Heartland’s Telecom Engineering team is responsible for the administration and support of our Ring Central platform, telephony devices, and other VoIP technologies. As a member of this team, you will be tasked with a mixture of technology project delivery, solution design, and advanced troubleshooting of telecommunicators systems in both our corporate and dental office environments.

To give you an idea of team structure, you will work within a team of Telecom Engineers, reporting to the IT Network & Telecom Infrastructure Manager.

Heartland Dental proudly supports 1700+ dental offices and more than 17,000 team members across the country. We are hard-working, fun-loving, and fast-growing – looking for our next perfect fit!

Below is an overview of the duties and responsibilities you would take on in this role:

• Provide efficient and valuable customer service to all stakeholders.
• Design telecom solutions based on communications with stakeholders to deliver an elevated level of value based on business needs.
• Collaborate with cross-functional teams to design, implement, and manage unique telephony solutions based on office requirements.
• Assist the IT Operations team with escalations regarding advanced phone issues.
• Review and maintain Standard Operating Procedures for diagnosing and troubleshooting various telephony technologies and platforms.
• Participate in Heartland’s change control process when making or recommending changes to telecom systems.
• Work with vendors and service providers to expedite problem resolution for system issues or product defects.
• Perform analysis of any software or hardware modifications, including vendor-supplied patches or user-driven requests for change, in a timely and proactive manner.
• Create, modify, and troubleshoot dial plans within our UCaaS platform (Ring Central).
• Coordinate with other IT teams to manage integrations into Ring Central from other systems.
• Orchestrate conversions from legacy VoIP solutions to Ring Central for newly affiliated dental practices.
• Provide limited Ring Central training for dental teams after phone conversion.
• Remain current on new technologies and practices and provide direction on what emerging IT/VoIP technologies may benefit the organization.

Minimum Requirements:

• 4+ years of UCaaS (Ring Central) platform experience: troubleshooting and providing operational level support to VoIP platform/networks and IP/WAN protocol stacks.
• Strong communication skills, both oral and written, to effectively interact with customers/stakeholders, service providers, and third-party vendors.
• Knowledge of telephone and data cabling and equipment, network protocols, and internet connectivity, installation & maintenance.
• Knowledge of adjacent infrastructure technologies that interface with Telecom and Telephony solutions.
• Experience with coordinating technology projects.
• Proficiency with remote collaboration tools (including M365 app suite).
• Ability to work under pressure, especially in emergency situations.
• Ability to work with confidence in a fast-paced environment under limited supervision.
• Strong abstract problem-solving skills and ability to think outside of the box.
• Familiarity with scripting and automation concepts (including Python, REST API, JSON, XML, etc.)

Desirable Qualifications:

• Prior experience solving business challenges with automation tools, including Python and PowerShell.
• Prior IT experience in a DSO or enterprise healthcare setting.
• Prior experience administering call center technologies (including Nice InContact).

Physical Requirements:

• Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift to 15 pounds at times
• Ability to travel with overnight stays as the position requires but not likely more than a few times a year

We put our people first at Heartland Dental, and that shows in our generous benefits package.

Company retains the sole discretion to change the duties of the position at any time.

We provide all employees and applicants for employment with the protections of federal, state, and local laws affording equal opportunity in employment.

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