Senior Engineer, Telephony

Ensemble Health Partners; Kentucky; On-site; USD 92,000 - 139,000; Full time

Benefits offered by this job

Comprehensive benefits

Professional growth

Collaborative culture

Cutting-edge technology exposure

Impactful work

Job summary

Ensemble Health Partners is seeking a Telephony Data Engineer to design, implement, and optimize Five9-based telephony infrastructure. You will build BI-enabled insights with Power BI, develop API integrations, and ensure scalable, reliable contact center operations.

The role requires strong Five9, VoIP, and data modeling skills, with opportunities to influence clinical revenue cycle processes and customer experiences. Remote-friendly with occasional onsite requirements.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• Experience designing, implementing, and managing Five9 VCC environments and related components.
• Strong understanding of VoIP, SIP, RTP and related telephony protocols.
• Experience with API integrations and scripting for telephony provisioning.

Responsibilities

• Design, deploy, configure, and maintain Five9 Contact Center solutions.
• Collaborate with cross-functional teams to gather telephony requirements and design solutions.
• Perform system upgrades and maintenance for telephony platforms.
• Analyze data models and map data for BI insights using Power BI.
• Develop documentation for algorithms and Power BI scripts (DAX).
• Participate in on-call rotations for after-hours support.
• Stay current with telephony trends and best practices.

Skills

Java/REST APIs

JSON/XML

OAuth

SQL

Azure/Data Bricks

Power Automate

Postman

Git

Education

Bachelor's degree in CS/IT/Telecommunications or related field

Tools

Five9 VCC & Admin Console

Five9 Analytics & Dashboards

Job description

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.
• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity

We are seeking a skilled and experienced Telephony Engineer to join our dynamic team. The ideal candidate will possess in-depth expertise in managing Five9 Contact Center solutions, Five9 Analytics and API integration. As a Telephony Data Engineer, you will play a crucial role in designing, implementing, maintaining, and optimizing our telephony infrastructure to ensure seamless communication and exceptional customer experiences.

Responsibilities

• Design, deploy, configure, and maintain Five9 Contact Center solutions to meet business requirements.
• Collaborate with cross-functional teams to gather telephony-related requirements and provide technical expertise during solution design and implementation phases.
• Perform system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance.
• Study, analyze and understand business requirements in context to business intelligence, design and map data models to shift raw data into meaningful insights.
• Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability.
• Utilize Power BI to build interactive and visually appealing dashboards and reports, with key performance indicators Analyze pervious and present data for better decision making, building multi-dimensional data models Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements.
• Develop strong data documentation about algorithms, parameters, models, perform detailed analysis on tested and deployed Power BI scripts, DAX queries and functions in Power BI.
• Participate in on-call rotations to provide after-hours support for critical incidents or emergencies.
• Stay up-to-date with industry trends and best practices in telephony, contact center technologies, and communication protocols.
• Hands-on experience in report and dashboard development in Power BI, Tableau, and SAP.
• Familiarity with SQL querying for data manipulation and knowledge of data warehouse concepts

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience).
• Proven experience in designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards, and related components.
• Familiarity with Five9 Contact Center solution setup, configuration, and administration.
• Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies.
• Proficiency in network protocols, routing, and switching relevant to telephony systems.
• Solid troubleshooting skills to diagnose and resolve complex telephony issues.
• Experience in scripting and automation for telephony provisioning and management is a plus.
• Five9 VCC and/or Five9 Studio certified engineer
• Expertise in configuring contact flows, routing strategy, custom scripting, API integrations, desktop and 3rd party app integrations.
• Comfortable in presenting solution designs and demoing protypes of solutions developed.
• Experience with TCP/IP networking, SIP, RTP, and other telephony protocols.
• API software development skills with experience using RESTful/SOAP web services.
• Proficiency in one or more of the following programming languages: JavaScript, Java, Python, PHP.
• Excellent communication skills to interact effectively with technical and non-technical stakeholders.
• Ability to work collaboratively in a team environment and adapt to changing priorities.

Required Skills

• Java/REST APIs
• JSON/XML
• OAuth
• SQL
• Azure / Data Bricks
• Power Automate
• Postman
• Git

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and skill development.
• Collaborative and innovative work culture.
• Exposure to cutting-edge telephony and contact center technologies.
• Chance to make a significant impact on the organization's communication infrastructure.

This position pays between $92,400-138,600 based on experience

This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require

This posting addresses state specific requirements to provide pay transparency.

Join an award-winning company

• Five-time winner of “Best in KLAS” 2020-2022, 2024-2025
• Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024 22
• Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024
• Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024
• Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023
• Energage Top Workplaces USA 2022-2024
• Fortune Media Best Workplaces in Healthcare 2024
• Monster Top Workplace for Remote Work 2024
• Great Place to Work certified 2023-2024

Innovation Work-Life Flexibility Leadership Purpose + Values Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive.

A few of those include:

• Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws.

Ensemble also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact [e-mail].

This posting addresses state specific requirements to provide pay transparency.