Sr Cloud Telephony Engineer

CHG Healthcare•Salt Lake City, UT

1d•$104,000 - $201,300

About The Position

Healthcare’s helping hand. CHG shook things up in 1979 by inventing the locum tenens staffing model. We connect doctors with patients who need their care. As the largest physician staffing firm in America, our providers treat millions of patients each year. Our industry is growing and demand is high. This means you’ll have plenty of opportunities to grow and develop in your career. Keeping healthcare healthy can be as fun as it is rewarding CHG IT Services is looking for a Senior Cloud Telephony Engineer to join the Network & Telecom team within our IT Operations group. The Telecom team focuses on engineering and operating a reliable, secure, and scalable enterprise communication ecosystem across UCaaS and CCaaS platforms. We aim to modernize our voice infrastructure by integrating advanced AI-powered capabilities and automated workflows to enhance both user and customer experiences. Ultimately, we strive to maintain seamless connectivity through robust network integrations and high-quality voice-path designs. As a Senior Cloud Telephony Engineer, you will provide hands-on technical leadership by designing complex call flows, IVRs, and cross-platform integrations with systems like Salesforce. You will own the end-to-end reliability of our environment, moving from real-time troubleshooting and root-cause analysis to implementing permanent, well-documented architectural improvements.

Requirements

8+ years of experience specifically in VoIP, UCaaS, CCaaS, or telephony engineering roles.
Advanced understanding of SIP, call routing, media flows, and voice network dependencies.
Hands-on experience with SIP devices, softphones, and communication hardware endpoints.
Strong working knowledge of cloud telephony platform architectures and operational best practices.
Proven ability to design scalable, resilient telephony solutions in enterprise environments.
Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
Demonstrated leadership skills, including mentoring, technical guidance, and ownership of complex engineering initiatives.

Nice To Haves

Experience building automation and scripting solutions, including AI-assisted workflows.
Experience with AI/ML frameworks for speech recognition, sentiment analysis, or real-time transcription services is highly valued, as is the ability to evaluate and integrate emerging AI telephony solutions into our enterprise communications infrastructure.
Fundamentals with VoIP (Audio codecs, MOS, SIP) and building relationships/partnering with Network teams.
Experience with telecom compliance and regulatory guidelines.
Experience with telecom expense management or contract/vendor oversight.
Experience working with Engineering teams on software solutions for API access and automation.
Knowledge of enterprise collaboration tools (Teams, Slack, Zoom).

Responsibilities

Hands on with design, implementation, and support of cloud telephony UCaaS, and CCaaS platforms (e.g., RingCentral, Zoom Phone, Dialpad, Microsoft Teams Phone).
Lead troubleshooting efforts for complex voice and call-quality issues, including analysis of SIP signaling, media paths, and network dependencies.
Design and maintain contact center call routing, call flows, and agent workflows to support business and customer experience requirements.
Engineer and support integrations between telephony platforms and enterprise systems such as CRMs, identity providers, and workflow tools using APIs or vendor frameworks.
Define, monitor, and improve voice quality metrics and performance standards across cloud telephony environments.
Produce and maintain enterprise-ready technical documentation, including call flow diagrams, architecture diagrams, and operational runbooks.
Lead complex telephony initiatives and provide technical mentorship to engineers and operational teams.
Manage telecom compliance, regulatory guidelines, and expense management or vendor contracts

Benefits

401(k) retirement plan with company match
Traditional healthcare benefits such as medical and dental coverage, and some unique benefits like onsite health centers, corporate wellness programs, and free behavioral health appointments.
Flexible work schedules - including work-from-home options available
Recognition programs with rewards including trips, cash, and paid time off
Family-friendly benefits including paid parental leave, fertility coverage, adoption assistance, and marriage counseling
Tailored training resources including free LinkedIn learning courses
Volunteer time off and employee-driven matching grants
Tuition reimbursement programs

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