Telephony Engineer

Role overview Maintain and improve telephony services that support customer interactions and internal operations across multiple locations. The engineer works with business and IT teams on phone and fax solutions, call flows, site rollouts, and partner requirements, balancing reliable service with changes to the customer experience. This is a remote, full-time position with travel that may reach 10–20%.

Responsibilities - Design, implement, and manage telephony solutions for inbound and outbound calls, mobile devices, and fax services. - Support new location launches by coordinating licensing, contracts, call flows, recordings, and physical equipment. - Troubleshoot traditional phone and VoIP systems and provide technical support to business users. - Help meet partner telephony commitments through successful deployments, performance reporting, and ongoing support. - Work with IT and business teams to gather goals and priorities, and communicate progress through tickets and support channels.

Requirements - At least three years of technical support experience in a corporate environment. - Advanced knowledge of Five9 scripting and its contact-center administration tools, along with experience creating and interpreting reports. - Knowledge of telecommunications regulatory compliance. - Strong troubleshooting, organization, time management, and communication skills, including the ability to support both technical and nontechnical colleagues. - Ability to travel between sites as needed and to work occasional extended or after-hours periods to support business needs.

Nice to have - Experience with reputation management solutions, outbound dialers, APIs or SDKs, quality management, workforce engagement, AI, custom reporting, or custom development. - Familiarity with business fax services.

Benefits and work setup - Remote, full-time work averaging about 40 hours per week; occasional after-hours availability may be required. - Benefits include medical, dental, and vision coverage, flexible spending options, life and disability coverage, retirement savings, paid time off, and holidays.