Senior Telecom Systems Engineer

BHG Financial is a leader in the financial services space, dedicated to providing innovative financial solutions. The Senior Telecom Systems Engineer will optimize and advance cloud-based communication platforms, ensuring system reliability and performance while supporting Sales and Customer Service operations.

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
• Provide clear communication, documentation, and timelines for all telecom initiatives
• 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
• Hands-on 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
• 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
• 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