Telephony Engineer

AnewHealth•OH - Remote, OH

3d•Remote

About The Position

AnewHealth is seeking a driven and passionate engineer to support the company’s telephony needs. The role helps establish and maintain a successful customer journey and experience for customers and strategic partners across the United States. The engineer supports solutions that balance rapid innovation with reliability while collaborating with an experienced team focused on customer experience and technology. This is a remote, full-time position averaging 40 hours per week. The employee must be available outside normal business hours on an ad hoc basis to meet customer expectations. Schedules may be adjusted to accommodate position and organizational needs. Travel of 10–20% may be required, including to special events, team meetings, trade shows, conferences, client engagements, and multiple site locations within the assigned territory. Extended hours may be necessary.

Requirements

At least 3 years of experience providing technical support in a corporate environment.
Advanced knowledge of Five9 scripting and the VCC admin tool.
Experience creating Five9 reports and interpreting data.
Knowledge of telecommunications regulatory compliance.
Experience working with reputation management solutions.
Excellent troubleshooting and problem-solving skills.
Ability to communicate positively and clearly with technical and non-technical employees.
Prompt, clear communication, including acknowledging and updating communication chains and tickets.
Eagerness to learn and share knowledge.
Strong work ethic and pride in delivering results.
Excellent time management and organizational skills, including the ability to handle multiple tasks simultaneously.
Ability to commute to multiple site locations within the assigned territory.
Must be able to meet the physical demands of the role, including hearing, seeing, sitting, standing, talking, and walking.
Must be eligible to work in the country.

Nice To Haves

Experience with Five9 outbound dialers, SDKs, APIs, quality management, workforce engagement, AI, custom reporting, or custom coding development.
Experience with Biscom, Concord, or eFax fax solutions.

Responsibilities

Design, implement, and manage telephony solutions to optimize the internal customer experience and help teams engage with, respond to, and serve customers efficiently.
Support new location rollouts, including licensing, contracts, call flows, audio recordings, and physical assets.
Troubleshoot and resolve issues involving traditional and VoIP telephony systems, including inbound and outbound phone lines, mobile phones and devices, and fax lines.
Support compliance with partner telephony agreements, including successful deployment of call flows, KPI reporting, and technical support.
Serve as a liaison between IT and business unit resources across AnewHealth to establish and gather telephony goals and priorities as allocated by the team lead.
Perform other duties consistent with the required knowledge, skills, and abilities, as assigned.