Sr Engineer, Telephony

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems. They are seeking a skilled Telephony Engineer to design, implement, and optimize telephony infrastructure to ensure seamless communication and exceptional customer experiences.

Responsibilities:

• Design, deploy, configure, and maintain Five9 Contact Center solutions to meet business requirements
• Collaborate with cross-functional teams to gather telephony-related requirements and provide technical expertise during solution design and implementation phases
• Perform system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance
• Study, analyze and understand business requirements in context to business intelligence, design and map data models to shift raw data into meaningful insights
• Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability
• Utilize Power BI to build interactive and visually appealing dashboards and reports, with key performance indicators
• Analyze pervious and present data for better decision making, building multi-dimensional data models
• Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements
• Develop strong data documentation about algorithms, parameters, models, perform detailed analysis on tested and deployed Power BI scripts, DAX queries and functions in Power BI
• Participate in on-call rotations to provide after-hours support for critical incidents or emergencies
• Stay up-to-date with industry trends and best practices in telephony, contact center technologies, and communication protocols
• Hands-on experience in report and dashboard development in Power BI, Tableau, and SAP. Familiarity with SQL querying for data manipulation and knowledge of data warehouse concepts

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience)
• Proven experience in designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards, and related components
• Familiarity with Five9 Contact Center solution setup, configuration, and administration
• Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies
• Proficiency in network protocols, routing, and switching relevant to telephony systems
• Solid troubleshooting skills to diagnose and resolve complex telephony issues
• Five9 VCC and/or Five9 Studio certified engineer
• Expertise in configuring contact flows, routing strategy, custom scripting, API integrations, desktop and 3rd party app integrations
• Comfortable in presenting solution designs and demoing prototypes of solutions developed
• Experience with TCP/IP networking, SIP, RTP, and other telephony protocols
• API software development skills with experience using RESTful/SOAP web services
• Proficiency in one or more of the following programming languages: JavaScript, Java, Python, PHP
• Excellent communication skills to interact effectively with technical and non-technical stakeholders
• Ability to work collaboratively in a team environment and adapt to changing priorities
• Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences
• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require
• Experience in scripting and automation for telephony provisioning and management is a plus