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Senior Telecom Engineer - Contact Center and Voice Platforms

2 weeks, 6 days ago
United States
Full-time
Senior
Implementation Engineer
DevOps and Infrastructure
JavaScript REST API Salesforce
Apply Now
BHG Financial

BHG Financial

BHG Financial is a pioneering financial company that specializes in providing innovative solutions for business professionals, consumers, and financial institutions nationwide. With a focus on technology, analytics, and exceptional service, BHG offers ...

Diversified Financial Services
1K-5K
Founded 2001
View All Jobs 11

Description

  • Serve as the subject-matter expert for RingCentral and NICE CXone platform architecture, call routing, and advanced configuration.
  • Design, build, and maintain API integrations between RingCentral, NICE CXone, and Salesforce.
  • Develop custom REST/API solutions, SOQL-based data access, and automation workflows.
  • Design and implement new IVR solutions and enhance existing IVRs.
  • Write advanced JavaScript-based scripts within NICE CXone Studio/Designer to support IVR logic.
  • Continuously optimize IVR and call flows to improve containment, self-service adoption, customer experience, and operational efficiency.
  • Troubleshoot and resolve complex issues across telecom platforms, contact center systems, CRM integrations, and customer journeys.
  • Partner with business stakeholders, Salesforce teams, and application/infrastructure/operations teams on solution delivery.
  • Lead platform enhancements, upgrades, and migrations while minimizing service disruption.
  • Produce technical documentation, architecture diagrams, and operational runbooks.

Requirements

  • Proven hands-on experience with RingCentral APIs.
  • Proven hands-on experience with NICE CXone APIs and IVR development in Studio/Designer.
  • Proven hands-on experience with Salesforce integrations and strong SOQL expertise.
  • Advanced experience designing and supporting IVRs, including new implementations, enhancements, and optimization.
  • Strong working knowledge of JavaScript for IVR scripting and business logic.
  • Solid understanding of call routing strategies and contact center/customer experience best practices.
  • Experience operating in enterprise or high-availability environments.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Ability to operate independently and own solutions end-to-end.
  • Valid U.S. work authorization that does not require employer sponsorship now or in the future.
  • Travel within the first 6 months for the BHG All Oars Experience, with approximately 5% annual travel thereafter.

Benefits

  • Medical, prescription, dental, and vision coverage for employees and eligible family members.
  • Competitive PTO and vacation policies.
  • One 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 with additional bonuses for top achievers.
  • Ongoing volunteer opportunities through the BHG Cares program.

Interested in this position?

Apply directly on the company website

Apply Now

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