[Hiring] Senior Telecom Engineer - Contact Center and Voice Platforms @BHG Financial

Role Description

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.

Who You Are:

• You are a motivated telecommunications engineering professional with deep expertise in RingCentral and NICE CXone.
• This role requires a highly technical, hands-on engineer comfortable working across telecom platforms, APIs, IVR design, and CRM integrations.
• Strong focus on reliability, scalability, and customer experience.
• The ideal candidate has proven experience building and supporting complex RingCentral, NICE CXone, and Salesforce integrations.
• Advanced proficiency in JavaScript-based IVR development.

What You'll Do:

• Serve as a subject-matter expert for RingCentral and NICE CXone, including platform architecture, call routing, and advanced feature configuration.
• Design, build, and maintain API integrations between RingCentral, NICE CXone, and Salesforce, including:
  • Custom REST/API development
  • SOQL-based data access and automation
  • Event-driven and real-time integration patterns
• Design, implement, and enhance IVR solutions, including:
  • Net-new IVR builds
  • Enhancements to existing IVRs
  • Advanced JavaScript-based scripting within NICE CXone Studio/Designer
• Continuously optimize IVR and call flows to improve:
  • Call containment
  • Self-service adoption
  • Customer experience and operational efficiency
• Troubleshoot and resolve complex issues spanning telecom platforms, contact center systems, CRM integrations, and customer journeys.
• Partner closely with:
  • Business stakeholders
  • Salesforce administrators and developers
  • Application, infrastructure, and operations teams
• Lead platform enhancements, upgrades, and migrations, ensuring minimal service disruption.
• Produce and maintain technical documentation, architecture diagrams, and operational runbooks.
• Provide technical guidance and mentorship to junior engineers and service desk teams as needed.

Qualifications

• Proven, hands-on experience with:
  • RingCentral APIs
  • NICE CXone APIs and IVR development (Studio/Designer)
  • Salesforce integrations, including strong SOQL expertise
• Advanced experience designing and supporting IVRs, including:
  • New IVR implementations
  • Enhancements to existing call flows
  • Call flow optimization and analytics-driven improvements
• 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.

Requirements

• Travel requirement:
  • Within the first 6 months of employment, all employees will travel to attend the BHG All Oars Experience.
  • Following this event, ongoing travel is minimal—approximately 5% annually—for team on-sites, meetings, and cross-functional collaboration.
• Work Authorization:
  • This role is not eligible for employer-provided immigration sponsorship.
  • Applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.

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