IT Specialist (Telephony / VoIP)

Epiphany Business Services, Llc; Austin (TX); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Life insurance

401k with company match

Vision & dental

Job summary

Epiphany Dermatology in Austin, TX is seeking an IT Specialist specializing in Telephony/VoIP to manage RingCentral services across clinics nationwide. This role focuses on production systems administration, call routing, incident resolution, and platform standards, rather than entry-level help desk work.

The ideal candidate brings hands-on cloud telephony experience and a customer-first mindset, with travel 20-40% across the continental US. Located in Austin preferred.

Qualifications

• Minimum five years experience in IT support or help desk roles
• Hands-on administration of production VoIP/cloud telephony platforms
• Experience with call routing, incident resolution and change-control
• Knowledge of networking, security fundamentals and SaaS integrations
• Willingness to travel up to 20-40% across the continental US

Responsibilities

• Administer and troubleshoot RingCentral or equivalent cloud telephony for users, numbers, queues and call routing
• Diagnose voice quality issues, incidents, and provisioning across clinics
• Maintain call-flow standards, permissions, and configuration records
• Collaborate with networking to resolve connectivity and QoS affecting voice services
• Own responsibility for telephony platform reliability and documentation
• Support clinics and acquisitions with technical contributions and migrations

Skills

Telephony/VoIP

RingCentral

Cloud technologies

Networking

IAM & Security

Education

Bachelor's degree in information technology or related field

High school diploma / GED

Tools

RingCentral

Google Workspace

Microsoft Entra ID / Azure

Job description

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IT Specialist (Telephony / VoIP)

INFORMATION TECHNOLOGY Full-time Professional Austin, TX, US

3 days ago Requisition ID: 6586

Salary Range: $70,000.00 To $80,000.00 Annually

At Epiphany Dermatology , we’re on a mission to improve access to dermatology services and provide exceptional patient care in underserved markets across the U.S. We are looking for a service-oriented, motivated individual to join us as an IT Specialist, specializing in Telephony, to accomplish this mission.

What we are looking for:

A thoughtful and experienced IT Specialist who brings both technical expertise and a customer-first focus while maintaining a calm and composed demeanor. This role is a key part of our IT Team, with your time split between leading one or more specialized IT areas and providing exceptional support to teammates and clinics across the country. We are hiring an IT Specialist with strong hands-on cloud telephony/VoIP experience to own and improve RingCentral services across our clinics nationwide. This is a production systems administration role - not primarily an implementation coordinator, entry-level help desk role or people-management position. You will take responsibility for call routing, platform standards, incidents and controlled changes while contributing to adjacent systems.

The ideal candidate is a true IT utility player: a telephony/VoIP subject matter expert with the versatility to support a wide range of technologies and initiatives, including networking, identity and access management, cybersecurity, and IT integrations.

If you’re energized by solving complex challenges, building meaningful relationships, and making a real impact in healthcare through IT — we want to meet you.

What you'll do:

• Administer and troubleshoot RingCentral or comparable enterprise cloud telephony, including users, numbers, call queues, auto attendants, business hours, routing and device/service configurations.
• Diagnose dropped calls, voice quality, routing, provisioning and clinic-level telephony incidents; work with carriers, vendors and network owners.
• Maintain documented call-flow standards, role-based permissions, change approvals and configuration records; prevent unauthorized or inconsistent local changes.
• Partner with the networking SME to troubleshoot connectivity, QoS and other network dependencies affecting voice services.
• Own the reliability, administration, documentation and improvement of assigned production technology platforms, with defined primary and backup SME coverage.
• Handle advanced incidents and escalations; find root causes, implement durable fixes and help technicians learn repeatable solutions.
• Follow and improve technical standards, change approvals, configuration documentation, monitoring and vendor escalation practices.
• Collaborate across networking, telephony, Google Workspace, Microsoft Entra ID/Azure, IAM and cybersecurity according to experience and assigned responsibilities.
• Support new clinics, acquisitions, migrations and other initiatives as a technical contributor; implementations are part of the role, not its main focus.
• Communicate clearly with clinic and corporate stakeholders and maintain a practical, service-oriented approach.
• Escalate issues to the IT Manager or Senior Director according to IT procedures.
• Responsible for gathering hardware requirements and procurement according to IT standards and procedures.
• Serve as the primary resource for planning, implementation, documentation, training, and ongoing support for the assigned expertise area of, Telephony/VOIP.
• Stay current on industry trends, recommending improvements, and ensuring best practices are followed.
• Other duties as assigned.

It’ll help to have/be:

• Proficiency with desktop publishing software (Google Workspace / Microsoft Office).
• Experience in a healthcare setting is a plus.
• Ability to work with an Electronic Health Record and other related E-Systems.
• Strong interpersonal skills and effective oral and written communication skills.
• Detail-oriented and able to handle multiple tasks, following through to completion.
• Demonstrates cultural competency, sensitivity and responsiveness to various cultural characteristics and beliefs.

Qualifications/Experience:

• High school diploma or general education degree (GED), Bachelor’s degree in information technology or related field preferred.
• Minimum five years experience as a help desk technician or other customer support role, including multi-site and remote support.
• Demonstrated hands-on administration of a production business VoIP or cloud telephony platform, including call routing and incident resolution.
• Understanding of telephony call flows, queues, numbers, provisioning and practical voice/network troubleshooting.
• Experience owning complex issues through resolution, documenting configurations and enforcing change-control standards.
• Broad working knowledge of networking, endpoints, SaaS, identity and security fundamentals; willingness to support adjacent platforms.
• Creative troubleshooting and problem-solving skills.
• Driven, energetic and ready to develop new technical skills in advancement of career track.
• Demonstrates a customer-first mindset with a calm and composed demeanor.
• Able to travel 20-40% (continental US).
• Located in Austin, TX preferably; or DFW, TX/Denver, CO/Phoenix, AZ areas.

Work environment and physical requirements:

Administrativeoffice may have minimum visits to medical offices with possible exposure to procedure/exam room and laboratory environment may include exposure to communicable diseases, bloodborne pathogens, biohazards or toxic substances. Daily activities may include standing, walking, sitting, bending and lifting items up to 30 lbs.

We offer generous benefits including medical, life insurance, short-term disability coverage, mental health services, and more at no cost for eligible employees. In addition, we have great vision, dental, and supplemental insurance options. We also offer 401k with company matching, employee discounts, HSA, tuition assistance, certification reimbursement, and more!