Senior Telecom Engineer – Contact Center, Voice Platforms

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a subject-matter expert for RingCentral and NICE CXone, covering platform architecture, call routing, and advanced feature configuration.

• Oversee platform enhancements, upgrades, and migrations, ensuring minimal service disruption.

• Create and maintain technical documentation, architecture diagrams, and operational runbooks.

• Design, build, and sustain API integrations among RingCentral, NICE CXone, and Salesforce.

• Develop, implement, and enhance IVR solutions.

• Continuously refine IVR and call flows to elevate customer experience and boost operational efficiency.

• Diagnose and resolve complex issues across telecom platforms, contact center systems, CRM integrations, and customer journeys.

• Collaborate closely with business stakeholders, Salesforce administrators and developers, as well as application, infrastructure, and operations teams.

⛳️ Requirements

• Demonstrated, hands-on experience with:

• - RingCentral APIs

• - NICE CXone/NICE inContact APIs and IVR development (Studio/Designer)

• - Salesforce integrations, including strong SOQL proficiency

• Advanced experience in designing and supporting IVRs, including:

• - New IVR implementations

• - Enhancements to existing call flows

• - Call flow optimization and analytics-driven improvements

• Strong working knowledge of JavaScript for IVR scripting and business logic.

• Comprehensive understanding of:

• - Call routing strategies

• - Contact center and customer experience best practices

• Experience operating in enterprise or high-availability settings.

• Excellent troubleshooting, analytical, and problem-solving abilities.

• Capacity to work independently and manage solutions from start to finish.

• Travel requirement: Within the first 6 months of employment, all employees will travel to participate in the BHG All Oars Experience. After this event, ongoing travel is minimal—around 5% annually—for team on-sites, meetings, and cross-functional collaboration.

• Work Authorization: This position is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already have valid U.S. work authorization that does not require sponsorship now or in the future.

🏝️ Benefits

• Medical/Rx/Dental/Vision coverage for employees and their eligible family members

• Competitive PTO and vacation policies

• 1 Friday off each month for Wellness Weekends

• Company 401(k) plan with employer contributions after one year

• Company-sponsored training and certification opportunities

• Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses

• Ongoing volunteer opportunities to give back to the community through our BHG Cares program