Senior Telephony Engineer

Upstart; United States; Remote; USD 143,000 - 199,000; Full time

Job summary

An innovative digital-first company is seeking a Senior Telephony Developer to enhance customer and agent experiences through effective telephony strategies. In this role, you will own the configuration of telephony platforms, partner with cross-functional teams, and drive omnichannel initiatives. You will monitor and analyze data to identify performance improvement opportunities, ensuring a seamless telecommunication experience. If you thrive in a fast-paced environment and are passionate about making an impact, this opportunity is perfect for you. Join a team that values collaboration and continuous improvement while working remotely from anywhere in the U.S.

Benefits

Competitive Compensation (base + bonus & equity)

Comprehensive medical, dental, and vision coverage

401(k) with 100% company match

Employee Stock Purchase Plan (ESPP)

Life and disability insurance

Generous holiday and vacation leave

Supportive parental and family care leave

Annual wellness reimbursement programs

Catered lunches and snacks in offices

Qualifications

• 5+ years experience in telephony platform configuration and API coding.
• Ability to analyze contact center data and troubleshoot effectively.

Responsibilities

• Own telephony platform configuration and support prioritization.
• Leverage APIs to automate telephony initiatives and improve performance.

Skills

Telephony platform configuration

API calls and coding

Contact center data analysis

Troubleshooting

Knowledge of FDCPA, TCPA, CAN-SPAM

Tools

Katabat

LiveVox

Nice CX One

Cyara

Neustar/Transunion Telephony Enhancements

Job description

About Upstart

Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than two-thirds of Upstart loans are approved instantly and are fully automated.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!

The Team

Upstart’s Telephony team is responsible for delivering a great phone experience for our customers and agents. As a Senior Telephony Developer at Upstart, you will be responsible for supporting our telephony contact center strategies. You will partner with operational, product, and engineering teams to continuously improve our telecommunication efforts and support our Telephony roadmap.

How you’ll make an impact:

• Own designated telephony platform configuration execution, requirements gathering, scoping, and support appropriate prioritization by leveraging intimate knowledge of tooling capabilities to optimize our phone efforts
• Leverage Telephony Platform APIs to create solutions that automate & streamline Telephony Team execution of organizational initiatives
• Partner with Cross Functional Upstart Stakeholders and leadership to operationalize telephony strategies
• Monitor data/API/Telephony platforms and identify opportunities to improve performance and experience for customers and agents
• Deliver various omnichannel roadmap initiatives
• Create and maintain telephony documentation

What we’re looking for:

• Minimum requirements:
  • 5+ years experience configuring telephony omnichannel platform interaction flows, analyzing contact center based data, troubleshooting/executing api calls and api coding for contact center applications
  • Proven ability to execute in a fast paced environment while delivering high quality outputs
  • Knowledge of rules and regulations (FDCPA, TCPA, CAN-SPAM)
• Preferred qualifications:
  • Experience working with Katabat or similar collections system
  • Experience working with LiveVox, Nice CX One, Cyara, Neustar/Transunion Telephony Enhancements
  • Consumer lending experience
  • Hands on Contact Center Experience, including metrics, customer experience, interactions flows, IVR design/build/implementation/testing execution

Position location: This role is available in the following locations: Remote. Please note that our call center hours are Monday to Friday between 5 AM and 6 PM Pacific and Saturday to Sunday between 7 AM and 3:30 PM Pacific Time.

Travel requirements: As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

What you'll love:

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, sick and safety leave
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

#LI-REMOTE

#LI-MidSenior

At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Base Salary Range: $143,700—$198,700 USD

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email [e-mail]

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