Senior Telecom Engineer - Contact Center and Voice Platforms

Job Description

Job 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. 

In 2001, we started with an idea, an opportunity, and $25,000. Back then, our focus was strictly 
on serving those in the medical industry. With healthcare in our heritage, we soon expanded 
to serve high-earning professionals in many 
other industries, providing all with leading-edge financial solutions, including our extensive network of community banks.

Today, BHG Financial has firmly established 
its legacy as a leader in the financial services space. Founded on the philosophy of a better way to borrow, we are dedicated to helping accomplished professionals, small businesses, and institutions build upon their success through innovative financial solutions, a hassle-free process, and personalized concierge service.

Our relentless commitment to the success of our customers is part of what has made BHG Financial thrive. We take a 360-degree view of our customers to tailor the best solutions for their financial aspirations. Today's professionals have multiple sources of income, not just their paycheck. Therefore, it is essential to factor those in when making responsible lending decisions. Our continued focus on data, analytics, and proprietary modeling has enabled faster funding for our customers.  

From business to personal loans to relationships with community banks, the country’s top professionals and business owners rely on us for our exceptional financial solutions and concierge service to continue their success and legacy.    

Who You Are

You are a motivated telecommunications engineering professional with deep expertise in RingCentral and NICE CXone, able to design, integrate, and support mission-critical voice and contact center solutions. This role calls for a highly technical, hands-on engineer who is comfortable working across telecom platforms, APIs, IVR design, and CRM integrations, with a strong focus on reliability, scalability, and customer experience. The ideal candidate has proven experience building and supporting complex RingCentral, NICE CXone, and Salesforce integrations, along with advanced proficiency in JavaScript-based IVR development. 

• Serve as a subject‑matter expert for RingCentral and NICE CXone, including platform architecture, call routing, and advanced feature configuration.
• Lead platform enhancements, upgrades, and migrations, ensuring minimal service disruption.
• Produce and maintain technical documents, architecture diagrams, and operational runbooks.
• 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.
• Work with Twilio/SendGrid, including:
  • Creating functions and services
  • Auditing DIDs and webhooks
  • Administering subaccounts and RBAC roles
  • Troubleshooting platform issues with webhooks and services

Required

• Proven, hands‑on experience with: 
  • RingCentral APIs
  • NICE CXone/NICE inContact 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
  • Contact center and customer experience best practices
• Experience operating in enterprise or high‑availability environments.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Ability to work independently and own solutions end‑to‑end.
• 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. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.

Life at BHG Financial

At BHG Financial, we work hard and aren’t afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player, and loyalty have been the driving force behind every interaction we have between each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe that all employees should have the opportunity to lead and that good ideas can come from anyone. From the top down, our leaders are actively involved not only in strategic oversight and running the business, but also in the well-being and growth of all employees. We consider people our #1 asset, and help employees realize their full potential, set and exceed their goals, and explore new opportunities for personal and professional development.

Why You Should Join BHG Financial

We strive to offer amenities, opportunities, events, and programming that support the interests of our teams, while furthering the culture that makes us Great Place to Work® certified. Some of the benefits you can expect when you join BHG Financial include:

• 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

If you’re ready for a career where you can exercise your passions, be surrounded by co-workers who are relentlessly committed to service, and have a team-player mindset, apply today!

BHG Financial is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. BHG Financial is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.