Telecommunications Call Center Jobs (NOW HIRING)

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff "for fit" makes significant contributions to Howard University's overall mission.

At Howard University, we prioritize well-being and professional growth.

Here is what we offer:

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture

Join Howard University and thrive with us!

https://hr.howard.edu/benefits-wellness

JOB PURPOSE:

The Telecommunications Administrator is responsible for the administration, configuration, and maintenance of all telecommunications systems supporting Howard University Hospital. This position ensures the reliability, scalability, and security of voice communication systems-including VoIP, PBX, call center, and paging technologies-to support clinical operations, patient communications, and administrative workflows. The role contributes directly to operational efficiency, patient safety, and continuity of hospital communications.

SUPERVISORY AUTHORITY:

This position does not have direct supervisory responsibility but may provide technical direction, training, and oversight to contractors, vendors, and junior IT support staff on telecommunications-related projects and daily operations.

NATURE AND SCOPE:

The Telecommunications Administrator functions as a key member of the Enterprise Technology Services team, providing specialized expertise in voice and communication systems that serve clinical, administrative, and emergency operations across Howard University Hospital.

• The incumbent will interface regularly with hospital departments, clinical leadership, and external vendors to maintain mission-critical communication systems.
• This position requires strong analytical and problem-solving skills, the ability to manage multiple priorities, and a commitment to service excellence in a healthcare environment that operates 24/7.
• The Administrator must ensure compliance with hospital policies, HIPAA regulations, and industry best practices for data protection and system security.

PRINCIPAL ACCOUNTABILITIES:

• Manage and maintain the hospital's telecommunications systems, including VoIP, PBX, voicemail, call recording, and call center applications.
• Configure and optimize SIP trunks, call routing, dial plans, and extensions to meet departmental needs.
• Monitor system performance, perform diagnostics, and resolve issues to ensure maximum uptime and call quality.
• Apply firmware updates, patches, and backups in accordance with change management procedures.
• Serve as the primary liaison with telecommunications vendors and service providers for installation, troubleshooting, upgrades, and service-level compliance.
• Provide support for end users experiencing voice communication issues; deliver training for hospital staff on system features and functionality.
• Collaborate with network and security teams to ensure seamless integration of telephony systems with hospital IT infrastructure and clinical applications (e.g., nurse call systems, paging, and EHR interfaces).
• Maintain detailed system documentation, call flow diagrams, and asset inventories.
• Generate reports and analytics on system usage, performance, and capacity planning.
• Ensure telecommunications systems align with HIPAA, Joint Commission, and hospital security standards.
• Participate in disaster recovery planning and test emergency communication systems regularly.
• Evaluate emerging technologies and make recommendations for system enhancements to improve communication reliability, efficiency, and cost-effectiveness.

CORE COMPETENCIES:

• Strong understanding of VoIP technologies, PBX systems, SIP protocols, and unified communications platforms (Cisco, Avaya, Mitel, or equivalent).
• Demonstrated ability to troubleshoot complex technical issues methodically and efficiently.
• Responsive and service-oriented approach to supporting hospital staff and clinical teams.
• Works effectively with multidisciplinary teams and external vendors.
• Ensures accuracy and completeness in configurations, documentation, and compliance requirements.
• Ability to perform in a fast-paced hospital environment with competing priorities and critical timelines.
• Strong verbal and written communication skills, including the ability to convey technical concepts to non-technical users.

MINIMUM REQUIREMENTS:

Education & Experience:

• Bachelor's degree in Telecommunications, Information Technology, Computer Science, or a related field required.
• Minimum three (3) to five (5) years of progressive experience managing enterprise telecommunications or unified communications systems, preferably in a healthcare or large enterprise environment.

Certifications (Preferred):

• Cisco CCNA Collaboration or Voice
• Avaya Certified Implementation Specialist
• CompTIA Network+ or Security+

Technical Skills:

• Experience with VoIP systems (Cisco Unified Communications Manager, Avaya Aura, or equivalent).
• Strong understanding of SIP trunking, call routing, QoS, and TCP/IP networking.
• Familiarity with call center technologies (IVR, ACD, call analytics).
• Knowledge of telecommunication cabling standards and network topology.
• Understanding of HIPAA and security practices in healthcare environments.

Work Environment:

• Primarily on-site at Howard University Hospital.
• May require on-call or after-hours support for critical system maintenance or emergencies.

Compliance Salary Range Disclosure

Compensation Range: $79,200 - $88,000