Principal Software Systems Engineer supporting Northrop Grumman's Sentinel program based in Colorado Springs or Huntsville. Involves collaboration in software development and best practices.
About the role
- Senior Telecom Systems Engineer at BHG Financial optimizing communication platforms and supporting enterprise telecom systems. Collaborating with teams to enhance workflows and deliver seamless telecom solutions.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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