Onboarding SME - Telephony

• →Design, configure, and deploy CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) solutions tailored to credit union environments
• →Integrate Eltropy's AI Voice 2.0 voicebot and AI Assistant products with client telephony systems including SIP trunks, PBX, and IVR platforms
• →Partner with Onboarding Managers to execute technical onboarding for new credit union clients, including network assessments, call flow design, and go-live support
• →Troubleshoot and resolve telephony infrastructure issues across SIP, VoIP, and cloud PBX environments
• →Document client telephony configurations, escalation paths, and network topology in internal systems
• →Collaborate with the product and engineering teams to identify and communicate client-reported issues, feature gaps, or integration improvements
• →Support QA testing of voice agent configurations, including DTMF routing, warm/cold transfer flows, and bilingual (English/Spanish) language persistence
• →Develop and maintain internal technical documentation, runbooks, and client-facing configuration guides
• →Advise clients on telephony best practices, compliance considerations (NCUA, CFPB), and security posture relevant to financial institutions

• →4+ years of hands-on experience in telephony engineering, with a strong focus on CCaaS and UCaaS platforms
• →Demonstrated experience deploying and supporting telephony solutions specifically within credit unions or financial institutions
• →Proficiency with SIP protocol, VoIP infrastructure, cloud PBX systems, and IVR/ACD call routing
• →Experience with platforms such as Genesys, Five9, NICE CXone, Cisco Webex Calling, RingCentral, Twilio, or similar CCaaS/UCaaS providers
• →Working knowledge of network fundamentals: QoS, VLAN segmentation, firewall rules for voice traffic, and NAT traversal
• →Ability to read and interpret network diagrams and collaborate with client IT/network teams
• →Strong troubleshooting skills across voice quality issues, latency, jitter, and packet loss
• →Excellent written and verbal communication skills with the ability to translate technical requirements for non-technical stakeholders

• Experience integrating AI-powered voicebots or conversational IVR systems into existing telephony platforms
• Familiarity with JSON/YAML configuration formats and reading API or webhook logs
• Knowledge of credit union core systems (e.g., Symitar, DNA, MeridianLink) and how they relate to telephony or member authentication flows
• Experience supporting multi-language (English/Spanish) telephony deployments
• Relevant certifications such as CCNA Voice, Genesys Certified Professional, Cisco CCNP Collaboration, or equivalent
• Background in SaaS implementation, professional services, or client-facing technical support roles

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement, and productivity. Community Banks and Credit Unions use Eltropy to communicate with consumers via text, video, secure chat, co-browsing, screen sharing, and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing, and other contact center capabilities.

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Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.