Senior Telecom Systems Engineer

About the position Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture centered around transforming talented employees into effective business leaders? Then BHG Financial is the place for you. In 2001, we started with an idea, an opportunity, and $25,000. Back then, our focus was strictly on serving those in the medical industry. With healthcare in our heritage, we soon expanded to serve high-earning professionals in many other industries, providing all with leading-edge financial solutions, including our extensive network of community banks. Today, BHG Financial has firmly established its legacy as a leader in the financial services space. Founded on the philosophy of a better way to borrow, we are dedicated to helping accomplished professionals, small businesses, and institutions build upon their success through innovative financial solutions, a hassle-free process, and personalized concierge service. Our relentless commitment to the success of our customers is part of what has made BHG Financial thrive. We take a 360-degree view of our customers to tailor the best solutions for their financial aspirations. Today's professionals have multiple sources of income, not just their paycheck. Therefore, it is essential to factor those in when making responsible lending decisions. Our continued focus on data, analytics, and proprietary modeling has enabled faster funding for our customers. From business to personal loans to relationships with community banks, the country’s top professionals and business owners rely on us for our exceptional financial solutions and concierge service to continue their success and legacy. Who You Are You are a motivated IT and Technology professional who is passionate about optimizing and advancing modern cloud-based communication platforms. You excel at architecting and supporting software-driven telephony environments, and have experience designing, administering, optimizing, and supporting enterprise telecom systems including RingCentral, Twilio, SMS Magic, NICE call recording, and Microsoft Teams telephony capabilities. You are a detail-oriented, analytical, and collaborative problem-solver who thrives in a fast-paced environment where you can enhance communication workflows, ensure system reliability and performance, drive data-driven insights through API integrations, and deliver seamless telecom solutions that support Sales and Customer Service operations.

Responsibilities

• Platform Administration & Engineering 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.
• API Integrations & Data Engineering 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.
• Operational Support & Incident Response 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.
• Business Partnership & Project Execution 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.
• Provide clear communication, documentation, and timelines for all telecom initiatives.
• Governance, Documentation & Best Practices 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.

Nice-to-haves

• 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

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