Senior Telecom Engineer – Contact Center, Voice Platforms

🕒 il y a 14 jours

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BHG Financial

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2001

💸 Finance

Finance

BHG Financial est une entreprise de services financiers bien établie, dédiée à donner aux professionnels les moyens de prendre le contrôle de leurs finances. Forte de plus de 20 ans d'expérience, BHG Financial soutient diverses industries visant à avoir un impact positif. L'entreprise a cultivé une culture d'équipe solide et a remporté de nombreux prix, servant plus de 100 000 professionnels à travers plus de 30 États. BHG Financial s'engage à maintenir sa culture dynamique orientée vers la croissance tout en soutenant les organisations à but non lucratif grâce à des partenariats.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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