Telephony Engineer

AnewHealth is looking for a driven and passionate engineer to fill a Telecom Engineer I position. The role of the Telecom Engineer I position is unique in supporting all telephony needs. This role is crucial in establishing and maintaining a successful customer journey and experience for our customers and strategic partners across the United States. You will be challenged to support solutions that balance rapid innovation with uncompromised reliability while working on an experienced top-tier team with significant pride in customer journey excellence and passion for cutting-edge technology.

10% - 20% Travel may be required

Responsibilities

• Design, implement, and manage telephony solutions to optimize internal customer experience and their ability to be engaging, responsive, and efficient to customers.
• New location rollouts, including working with licensing, contracts, call flows, audio recordings, and physical assets.
• Troubleshoot and resolve issues related to both traditional and voice over the internet protocol (VoIP) telephony systems. (Inbound/ Outbound phones lines, mobile phone/devices and faxes lines)
• Ensure the business is thriving in honoring its partner telephony agreements. This includes but is not limited to the successful deployment of call flows, KPI reporting, and technical support.
• Liaison between IT and business unit resources across AnewHealth to establish and gather telephony goals and priorities for the company as allocated by team lead.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job.  Not all of the duties may be assigned to a position.

Qualifications

These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prior 3+ years providing technical support in a corporate environment
• Advanced knowledge with Five9 scripting and the VCC admin tool
• Five9 report creation and data interpretation
• Knowledge of telecommunications regulatory compliance.
• Experience working with reputation management solutions.
• If you have experience with Five9; outbound dialers, SDK, APIs, quality management, workforce engagement, AI, custom reporting or custom coding development, please provide any relevant work applicable experience
• Experience with Biscom/Concord/eFax fax solutions

Key Competencies and Skills

• Excellent troubleshooting and problem-solving skills.
• Ability to positively and clearly communicate with a wide range of technical and non-technical employees.
• Prompt and clear communicator, the ability to acknowledge and update communication chains and tickets is instrumental in this role.
• Eagerness to learn and share knowledge.
• Pride in work ethic, the telecom team is a prestigious one within the company that takes pride in being the team that gets it done without excuses or obstacles.
• Excellent time management and organizational skills with the ability to handle multiple tasks simultaneously.