Sr Engineer, Telephony

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful.

About the role

We are seeking a skilled and experienced Telephony Engineer to join our dynamic team. The ideal candidate will possess in-depth expertise in managing Five9 Contact Center solutions, Five9 Analytics, and API integration. As a Telephony Data Engineer, you will play a crucial role in designing, implementing, maintaining, and optimizing our 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 previous 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.
• Expertise in configuring contact flows, routing strategy, custom scripting, API integrations, desktop, and 3rd party app integrations.
• Present solution designs and demo prototypes of solutions developed.

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.
• Experience in scripting and automation for telephony provisioning and management is a plus.
• Five9 VCC and/or Five9 Studio certified engineer.
• 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.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and skill development.
• Collaborative and innovative work culture.
• Exposure to cutting-edge telephony and contact center technologies.
• Chance to make a significant impact on the organization's communication infrastructure.
• Associate Benefits – Comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Culture – A place where associates can do their best work and be their best selves, rooted in collaboration, growth, and innovation.
• Growth – Investment in professional development, including earning a professional certification relevant to your field and tuition reimbursement.
• Recognition – Quarterly and annual incentive programs for all employees who go beyond and keep raising the bar.

Pay

This position pays between $92,400 to $120,000 based on experience. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position.