BHG Financial

Senior Telecom Systems Engineer

BHG Financial

full-time

Posted on:

Location Type: Hybrid

Location: Davie • United States

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Job Level

Senior

Tech Stack

Cloud

About the role

  • Serve as the subject matter expert for RingCentral, Twilio, SMS Magic, emerging Microsoft Teams telephony capabilities, and NICE call recording systems.
  • Administer, configure, and optimize the RingCentral IVR, call flows, queues, routing logic, and user profiles.
  • Manage NICE call recording administration, retention policies, user access, and troubleshooting.
  • Support and maintain the small footprint of physical desk phones (≈1%) integrated with RingCentral.
  • Support Microsoft Teams phone integration, including call routing, number assignment, and coexistence with RingCentral where applicable.
  • Ensure system reliability, call quality, and platform performance across all communication channels.
  • Build, maintain, and optimize API integrations between RingCentral, NICE, and other business systems.
  • Extract call data, recordings, metrics, and analytics for reporting and operational insights.
  • Partner with Data/Analytics teams to ensure clean, structured, and reliable telecom data pipelines.
  • Automate data workflows where possible to improve visibility and reduce manual effort.
  • Respond to and resolve telecom related incidents logged in Jira Service Management.
  • Troubleshoot issues related to call routing, IVR behavior, SMS delivery, recordings, and integrations.
  • Partner with InfoSec and Infrastructure teams to ensure secure, compliant telecom operations.
  • Collaborate closely with Sales, Customer Service, and other business units to understand communication needs and design effective solutions.
  • Translate business requirements into technical configurations and workflows.
  • Track all telecom enhancements, requests, and projects in Jira Project Management.
  • Maintain accurate documentation of call flows, IVR logic, routing tables, recording workflows, Teams telephony configurations, and platform configurations.
  • Establish and enforce telecom standards, naming conventions, and operational procedures.
  • Identify opportunities for automation, optimization, and improved customer/agent experience.

Requirements

  • 8+ years in telecom support or telecom engineering roles.
  • 3+ years in a senior level technical telecom role.
  • Expert level experience with RingCentral, including IVR design, call flow engineering, and platform administration.
  • Strong experience with Twilio, SMS Magic, and cloud-based communication tools.
  • Familiarity with Microsoft Teams Phone or hybrid telephony environments.
  • Handson experience administering NICE call recording platforms.
  • Experience building and maintaining API integrations for telecom data extraction and analytics.
  • Proficiency with Jira Service Management and Jira Project Management.
  • Excellent communication, planning, and technical project management skills.
  • Hybrid Flexibility: requiring a minimum of 3 days per week in the office, with the remaining days eligible for remote work, based on business needs.
  • Travel requirement: All roles require travel during the first 6 months of employment to attend the BHG Oars in Experience. After the initial 6 months, ongoing travel is expected at approximately ~5% annually for periodic team on-sites, team meetings, and cross-functional collaboration.
  • Preferred: Experience with CRM integrated telecom workflows.
  • Experience supporting high volume call center environments.
  • Familiarity with SBCs, Direct Routing, or Operator Connect for Teams.
  • Familiarity with data visualization or analytics tools.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IVR designcall flow engineeringplatform administrationAPI integrationsdata extractionanalyticstelecom supporttelecom engineeringcall recording administrationtelephony configurations
Soft Skills
communicationplanningtechnical project managementcollaborationproblem-solvingautomationoptimizationcustomer experienceincident responsedocumentation