Network & Telecom Engineer Principal - Contact Center

Site: Mass General Brigham Incorporated  

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

Job Summary

Under the general direction of the Enterprise Telecom Senior Manager, this position will focus on engineering, designing, implementing and providing Tier 3 level technical support for Cisco Webex Contact Center Enterprise environment deployed across Mass General Brigham institutions. This individual will play a lead role in architecting and supporting core Cisco Webex Contact Center applications and functions, and leading Tier 3 support as needed.

This position is technical in nature, requires a lead technical role and a ‘hands-on’ approach to evaluating, configuring, deploying, and troubleshooting Cisco Webex Contact Center platform. S/he works closely with business executives, IT executives, and cross-functional teams to identify and manage Enterprise Telecommunications initiatives within and across the organizations.

The candidate will use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.  

Qualifications

Operations Management

Contact Center Architecture and Design

• Serve as a principal technical contributor for the Webex Contact Center Enterprise environment. Participate in cross-functional architecture and design activities with Telecom and other MGB stakeholders and technology teams to develop Contact Center solutions that align with broader organizational architecture and standards.

Technical Leadership and Subject-Matter Expertise

• Serve as a senior technical authority and subject-matter expert for Webex CCE and related contact center technologies. Provide technical guidance to engineering teams, application developers, telecommunications staff, infrastructure teams, business partners, and vendors.

Solution Development and Integration

• Design solutions and integrations between the contact center environment and enterprise applications, APIs, cloud services, telecommunications infrastructure, data sources, and third-party systems.

Contact Center Reporting and Data Integration

• Provide technical expertise and architectural guidance for contact center reporting and analytics, including native Cisco reporting capabilities and integration of contact center data with enterprise data and analytics platforms such as Snowflake. Design and support data integration solutions that enable operational reporting, analytics, historical analysis, and broader organizational use of contact center data.

Contact Center Application Architecture

• Provide architectural guidance and technical leadership for the development and evolution of contact center applications, including IVR applications, call-routing logic, automation, integrations, and supporting services.

Platform Evolution and Modernization

• Participate with Telecom and other MGB stakeholders and technology teams in evaluating new contact center technologies and capabilities. Provide contact center expertise and recommendations for platform modernization, upgrades, migrations, and improvements to the existing environment.

Artificial Intelligence and Automation

• Evaluate and provide architectural guidance for the adoption of AI and automation within the contact center, including conversational and virtual agents, natural-language technologies, agent-assistance capabilities, and automated self-service.

Reliability and Technical Risk

• Incorporate availability, resilience, scalability, performance, security, and operational support requirements into contact center solution designs in collaboration with the appropriate enterprise technology teams.

Technical Standards and Documentation

• Develop and maintain architecture diagrams, solution designs, integration specifications, technical standards, and other documentation necessary to support the contact center environment and its continued evolution.

Major Changes and Complex Problem Resolution

• Participate as a senior technical resource in cross-functional teams responsible for significant platform changes, upgrades, implementations, and complex issues requiring coordination across multiple systems, technology teams, or vendors.

Business and Technology Collaboration

• Work with business, operational, and technology stakeholders to understand requirements, evaluate solution alternatives, assess technical feasibility and risk, and translate business needs into effective contact center solutions.

Project Oversight

• As senior level team member, the candidate leads technical planning and system management responsibilities for Webex Contact Center core infrastructure to ensure availability and compatibility of required resources for development and implementation activities.
• Responsible for creating and managing project plans to ensure resources, dependencies, timelines, schedules, and completion dates are not compromised. Tracks and validates revisions to project configuration, submits for approval of job change orders, and validates accuracy of invoices received for payment.
• Responsible for organizing and leading project meetings, technical evaluations, including project team and vendor support meetings to articulate project status updates.Requests and solicits team member feedback on project concerns or potential issues.
• Responsible for prioritizing projects, and developing milestones, phases, and tasks related to the Enterprise Telecom department and Mass General Brigham priorities.
• Provides management direction and oversight for technical projects.  S/he works closely with hospital and MGB Digital management and/or end-users to define telephony business needs, develop strategic approach, as well as develop scope and work plans to meet both system and operational objectives.
• S/he will act as the escalation path for staff, ensuring that projects are completed on time and within budget. 

 

Additional Job Details (if applicable)

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

 

Remote Type

Remote  

Work Location

399 Revolution Drive  

Scheduled Weekly Hours

40  

Employee Type

Regular  

Work Shift

Day (United States of America)

 

Pay Range

$117,707.20 - $171,204.80/Annual  

Grade

8  

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.  

EEO Statement:

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.  

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.