Communications Platform Engineer

About the Role

Communication systems are how AndHealth reaches the people we serve—and today, Zoom is the backbone. It runs our internal meetings and meeting rooms, our company-wide phone system, our patient visits and all transcriptions, and now—with our purchase of Zoom Contact Center—the next generation of how patients reach us. It is one of our most business-critical platforms. You will own our communication systems end to end—starting with the Zoom ecosystem: the data it produces, the integrations that connect it to our application, the architecture and configuration that shape every caller's experience, and the operational initiatives that make the whole system perform better.

This is deliberately a hybrid role—part analyst, part engineer, part administrator, part operator. You might spend a morning shaping tangled API data into a report that the leadership team needs, an afternoon redesigning call routing for a new site, and the next day working with our engineers to put patient visits one tap away inside our app. We know this combination is rare. If you can do all of it—or most of it, while collaborating fluently on the rest—you can have a huge impact on the company. And we suspect that over time this role will evolve into optimizing and managing other platforms, too—SMS, fax, agentic voice, and whatever our patients and partners need next. Zoom is the starting point, not the boundary.

Responsibilities

Platform Architecture & Configuration

• Own the configuration of Zoom Phone, Contact Center, Meetings, and Rooms to ensure it is deliberate, documented, and maintainable rather than accumulated.
• Optimize communication resources by deciding whether new use cases warrant new resources or should leverage existing infrastructure.
• Maintain a comprehensive, documented view of phone infrastructure—every number, its purpose, its routing, and how it all connects.
• Lead the design and rollout of Zoom Contact Center—flows, queues, agent experience, and integration with the rest of the stack.
• Continuously optimize the caller experience: routing accuracy, hours logic, hold behavior, voicemail, and escalation paths.

Zoom Engineering & Integration

• Partner with the engineering team to integrate Zoom deeply into the AndHealth ecosystem: real-time call transcription, patient visit transcripts, and embedded one-tap visit launch.
• Work confidently with Zoom's REST APIs, webhooks, and SDKs—prototyping lightweight solutions and writing precise specifications for larger builds.
• Ensure security, HIPAA compliance, and reliability for anything that touches patient conversations, including recording, transcription, and downstream data flows.

Reporting & Analytics

• Own the path from raw Zoom data to data modeling, governance, and reporting that answers real business questions: call volumes, answer rates, queue performance, visit activity, and contact center KPIs.
• Design instrumentation, logic, or workarounds to close measurement gaps where the platform cannot natively answer questions (e.g., distinguishing live answers from voicemail pickups).

Communication Operations & Vendor Strategy

• Drive phone-ops improvements, such as agentic voice for inbound calls or branded calling to improve outbound answer rates, including vendor evaluation and procurement.
• Manage relationships with Zoom and adjacent vendors (carriers, branded calling, SMS, fax, etc.), including licensing, renewals, and cost optimization.
• Champion internal standards for communication regulations (e.g., TCPA compliance) and ensure alignment across messaging campaigns and call workflows.
• Track Zoom's release cycle and the broader communications landscape to pilot new capabilities and evaluate emerging channels.
• Evaluate and integrate new communication tools (SMS, fax, agentic voice, etc.) into the existing architecture, documentation, and reporting.

Requirements

• 5+ years in unified communications, telephony, or contact center platforms, with hands-on administration at scale. Deep Zoom experience (Phone, Meetings/Rooms, Contact Center) is preferred, but strong experience with alternatives (Teams, RingCentral, Five9, Genesys, NICE, Talkdesk) is also valuable.
• Ability to learn new systems quickly and go deep fast. The tools in this role will evolve, and we prioritize your ability to master new platforms.
• Strong grasp of telephony fundamentals: call routing, IVR/flow design, site and number management, porting, E911, and carrier concepts, with a discipline for documentation.
• Data fluency: comfort pulling and shaping data from APIs, working in SQL, and building actionable reporting. Experience with BigQuery and Looker Studio is a plus.
• Engineering literacy: working command of REST APIs, webhooks, and SDKs. Ability to script automations and collaborate with software engineers on integrations.
• Operator's mindset: ability to connect configuration decisions to business outcomes (answer rates, patient experience, staff efficiency) and drive improvements proactively.
• Cross-functional range: ability to move comfortably between analysts, engineers, IT, care operations, and vendors, translating fluently among all groups.

Nice-to-Haves

• Healthcare experience and working knowledge of HIPAA as it applies to calls, recordings, and transcription.
• Experience with branded calling, STIR/SHAKEN, and outbound number reputation management.
• Experience with SMS/messaging platforms or healthcare fax workflows.
• Scripting ability (Python, JavaScript, or similar) for automation and data work.

Benefits

• Medical, Dental, and Vision Insurance.
• Paid time off.
• Short- and Long-Term Disability.
• 401k match.
• Equal investment and support for employees and patients.
• Fun, ambitious, and collaborative work environment with a culture of learning and innovation.
• Team of highly skilled, kind, and welcoming employees.