Telephony Engineer

ExactCare Pharmacy; Cleveland (OH); Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid time off

Life insurance

Short-term disability

Flexible spending

Job summary

AnewHealth is seeking a Telecom Engineer I to support our nationwide telephony needs and deliver reliable customer journeys. The role balances rapid innovation with stability, collaborating with an experienced team committed to excellence in service delivery.

The engineer will design, implement, and maintain voice solutions, support new site rollouts, and troubleshoot both traditional and VoIP systems. The position is remote with travel as required.

Qualifications

• 3+ years providing technical support in a corporate environment.
• Advanced Five9 scripting and VCC admin tool experience.
• Knowledge of telecom regulatory compliance.
• Experience with reputation management solutions.
• Experience with Five9 outbound dialers, SDK/APIs, or custom reporting.

Responsibilities

• Design, implement, and manage telephony solutions to optimize internal customer experience.
• New location rollouts, including licensing, contracts, call flows, audio recordings, and physical assets.
• Troubleshoot and resolve issues related to traditional and VoIP telephony systems.
• Ensure the business honors partner telephony agreements and KPI reporting.
• Liaison between IT and business units to align telephony goals and priorities.

Skills

Technical troubleshooting

Clear communication

Time management

Team collaboration

Tools

Five9 scripting

Five9 VCC Admin

Five9 reporting

Biscom/Concord/eFax

SDK/APIs

Outbound dialers

Job description

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.Job DetailsAnewHealth is looking for a driven and passionate engineer to fill a Telecom Engineer I position. The role of the Telecom Engineer I position is unique in supporting all telephony needs. This role is crucial in establishing and maintaining a successful customer journey and experience for our customers and strategic partners across the United States. You will be challenged to support solutions that balance rapid innovation with uncompromised reliability while working on an experienced top-tier team with significant pride in customer journey excellence and passion for cutting-edge technology.10% - 20% Travel may be requiredResponsibilitiesDesign, implement, and manage telephony solutions to optimize internal customer experience and their ability to be engaging, responsive, and efficient to customers.New location rollouts, including working with licensing, contracts, call flows, audio recordings, and physical assets.Troubleshoot and resolve issues related to both traditional and voice over the internet protocol (VoIP) telephony systems. (Inbound/ Outbound phones lines, mobile phone/devices and faxes lines)Ensure the business is thriving in honoring its partner telephony agreements. This includes but is not limited to the successful deployment of call flows, KPI reporting, and technical support.Liaison between IT and business unit resources across AnewHealth to establish and gather telephony goals and priorities for the company as allocated by team lead.The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.QualificationsThese represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Prior 3+ years providing technical support in a corporate environmentAdvanced knowledge with Five9 scripting and the VCC admin toolFive9 report creation and data interpretationKnowledge of telecommunications regulatory compliance.Experience working with reputation management solutions.If you have experience with Five9; outbound dialers, SDK, APIs, quality management, workforce engagement, AI, custom reporting or custom coding development, please provide any relevant work applicable experienceExperience with Biscom/Concord/eFax fax solutionsKey Competencies and SkillsExcellent troubleshooting and problem-solving skills.Ability to positively and clearly communicate with a wide range of technical and non-technical employees.Prompt and clear communicator, the ability to acknowledge and update communication chains and tickets is instrumental in this role.Eagerness to learn and share knowledge.Pride in work ethic, the telecom team is a prestigious one within the company that takes pride in being the team that gets it done without excuses or obstacles.Excellent time management and organizational skills with the ability to handle multiple tasks simultaneously.Physicals/Mental Demands: This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to commute to multiple site locations within assigned territory. May be necessary to work extended hours as needed.Schedule: This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.Travel: 10-20% Travel may be required for special organization or department events, department team meetings, trade shows, conferences, and other client engagements.This is a remote position.AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.