Unified Communications Analyst in Boston, Massachusetts at Massachusetts Bay Transportation Authority

The Unified Communications Analyst is responsible for the management, architectural design, and system-wide implementation of the MBTA's Webex Calling SIP platform. This role leads the enterprise-wide transition from legacy Avaya and Centrex systems to Cisco Webex Calling and NICE CXone for call centers, while maintaining the current Avaya infrastructure (including ACD and Call Center CMS) during the transformation period. This position serves as a subject-matter expert influencing unified communications policies, standards, and best practices across the organization. The role contributes to long-term strategic planning for unified communications systems and ensures alignment with enterprise cybersecurity and compliance requirements. The Unified Communications Analyst ensures the stability, security, and scalability of the voice network while supporting integration with cloud and on-premise environments.

• Platform Strategy & Architecture Support: Support the strategy and scheduling for the implementation of the enterprise-wide upgrade, migrating all enterprise users from legacy Avaya/Centrex to Cisco Webex Calling, and call centers to NICE CXone, while maintaining current legacy Avaya infrastructure operations during the transition.
• Implementation Management: Create detailed time and material estimates for new system builds and large-scale upgrades. Exercise independent judgment in technical decisions impacting enterprise standards. Support the deployment and optimization of Cisco Webex Calling and NICE CXone platforms while maintaining the continuity and routing of legacy Avaya Automatic Call Distribution (ACD) systems.
• Vendor and Team Coordination: Ensure that all vendors (including Local Exchange Carriers (LEC) for number porting) and internal installation teams conform to the scheduled roadmap to deliver on time. Participate in vendor evaluation and provide recommendations.
• Enterprise Support & Troubleshooting:
  1. Provide advanced technical and design support for the Avaya Communication Manager (CM), Call Center, and CMS (Call Management System) environments during the transition.
  2. Troubleshoot and resolve complex issues within both the legacy Avaya and the new Cisco Webex Calling and NICE CXone platforms.
  3. Monitor and maintain call center performance metrics, leveraging prior experience with Avaya CMS.
  4. Ensure unified communications platform security aligns with enterprise cybersecurity standards.
• Documentation & Training:
  1. Mentor, guide, and support junior staff and provide guidance on best practices.
  2. Develop and document detailed system configurations and procedures (Visio experience a plus).
  3. Create clear, user-friendly instructions and training materials for end-users across all business units.
  4. Assist in training call center agents on new system features.
• Cross-Functional Collaboration: Lead cross-functional initiatives and effectively work across various groups and business units to define technical requirements and processes, and governance standards.
• System Enhancements: Provide input, technical specifications, and recommendations for system upgrades and future-state platform enhancements (Application Programming Interface (API) experience a plus).
• Drive a company or personal vehicle to visit work sites and to assist at emergencies and/or events as needed and or take MBTA to sights.
• Perform all other duties and projects that may be assigned.

Supervision

• No direct reports.

• Bachelor’s degree from an accredited institution in Computer Science, Information Technology, Mathematics, Engineering, or a related field.
• Six (6) years of experience in telecommunications with a focus on enterprise-level systems and call center operations.

• Subject-matter expertise of Avaya CM, Call Center, and CMS.
• Extensive experience with SIP platforms, whether cloud-based or traditional, and the architecture required for enterprise-wide VoIP/SIP implementation.
• Hands-on experience with Automatic Call Distribution (ACD) systems and cloud PBX platforms.
• Demonstrated ability to manage complex projects.
• Experience working with major telecommunications carriers and infrastructure providers, including but not limited to Verizon and SIP Providers (e.g., Twilio, Bandwidth).
• Proficiency in troubleshooting and problem-solving, with a solid understanding of TCP/IP and network protocols.
• Exceptional written and verbal communication skills, with the ability to ensure "no-surprise" rollouts and work with business units to define requirements.
• A valid driver’s license.
• Deep expertise in legacy Avaya systems, modern SIP/VoIP platforms, and contact center operations.
• Exceptional organizational and communication skills to ensure a predictable and on-time rollout.
• Ability to work effectively with internal teams and external vendors.
• Ability to travel throughout the MBTA system to support deployment.

Substitutions

• A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement.
• An associate’s degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
• A master’s degree in a related subject substitutes for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.

• Additional years of experience in telecommunications with a focus on enterprise-level systems and call center operations.

• Experience and skill with Cisco Unified Contact Center Enterprise (UCCE), the Cisco WebEx Call platform, Webex Contact Center Premium, and other Call Center/Contact Center solutions, particularly NiCE.
• Experience and skill with MS Visio.
• Experience with API.