Senior Telecom Engineer – Contact Center, Voice Platforms

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BHG Financial

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2001

💸 Finanzen

Finance

BHG Financial ist ein etabliertes Finanzdienstleistungsunternehmen, das sich darauf konzentriert, Fachleuten zu helfen, ihre Finanzen selbst in die Hand zu nehmen. Mit über 20 Jahren Erfahrung unterstützt BHG Financial verschiedene Branchen, die einen positiven Beitrag leisten möchten. Das Unternehmen hat eine starke Teamkultur entwickelt und zahlreiche Auszeichnungen erhalten. Es bedient über 100. 000 Fachkräfte in mehr als 30 Bundesstaaten. BHG Financial hat sich verpflichtet, seine dynamische und wachstumsorientierte Unternehmenskultur beizubehalten und durch Partnerschaften gemeinnützige Organisationen zu unterstützen.

Beschreibung

• Serve as a subject‑matter expert for RingCentral and NICE CXone, including platform architecture, call routing, and advanced feature configuration. • Lead platform enhancements, upgrades, and migrations, ensuring minimal service disruption. • Produce and maintain technical documents, architecture diagrams, and operational runbooks. • Design, build, and maintain API integrations between RingCentral, NICE CXone, and Salesforce. • Design, implement, and enhance IVR solutions. • Continuously optimize IVR and call flows to improve customer experience and operational efficiency. • Troubleshoot and resolve complex issues spanning telecom platforms, contact center systems, CRM integrations, and customer journeys. • Partner closely with business stakeholders, Salesforce administrators and developers, application, infrastructure, and operations teams.

🎯 Anforderungen

• Proven, hands‑on experience with: • - RingCentral APIs • - NICE CXone/NICE inContact APIs and IVR development (Studio/Designer) • - Salesforce integrations, including strong SOQL expertise • Advanced experience 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. • Solid understanding of: • - Call routing strategies • - Contact center and customer experience best practices • Experience operating in enterprise or high‑availability environments. • Strong troubleshooting, analytical, and problem‑solving skills. • Ability to work independently and own solutions end‑to‑end. • Travel requirement: Within the first 6 months of employment, all employees will travel to attend the BHG All Oars Experience. Following this event, ongoing travel is minimal—approximately 5% annually—for team on-sites, meetings, and cross-functional collaboration. • Work Authorization: This role is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.

🏖️ Vorteile

• 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