Telephony Engineer

ExactCare Pharmacy; Ohio; Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical/dental/vision

Flexible spending

Company-paid life insurance

Short-term disability

Voluntary benefits

401(k)

Paid Time Off

Paid holidays

Job summary

AnewHealth in the United States is seeking a Telecom Engineer I to design, implement, and manage telephony solutions across our nationwide client base. The role focuses on delivering reliable VoIP and traditional telephony systems while balancing innovation with stability.

Travel up to 20% and a fully remote work setup are expected; the engineer will collaborate with IT and business teams, support new site rollouts, and ensure KPI reporting and compliance with regulatory requirements.

Qualifications

• 3+ years providing technical support in a corporate environment.
• Advanced knowledge with Five9 scripting and the VCC admin tool.
• Five9 report creation and data interpretation.
• Knowledge of telecommunications regulatory compliance.
• Experience working with reputation management solutions.
• Experience with Five9 outbound dialers, SDK, APIs, quality management, workforce engagement, AI, or custom reporting would be a plus.
• Experience with Biscom/Concord/eFax fax solutions.

Responsibilities

• Design, 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 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, including deployment of call flows, KPI reporting, and technical support.
• Liaison between IT and business unit resources to establish telephony goals and priorities.

Skills

Technical support

Five9 reporting

Regulatory compliance knowledge

Reputation management

Five9 outbound dialers

APIs/SDKs experience

Tools

VCC admin tool

Biscom/Concord/eFax

Five9 outbound dialers

APIs

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 Details AnewHealth 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 required

Responsibilities

• Design, 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.

Qualifications

• These 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 environment.
• Advanced knowledge with Five9 scripting and the VCC admin tool.
• Five9 report creation and data interpretation.
• Knowledge 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 experience.
• Experience with Biscom/Concord/eFax fax solutions.

Key Competencies and Skills

• Excellent 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.

Benefits

• Medical/dental/vision
• Flexible spending
• Company-paid life insurance
• Short-term disability
• Voluntary benefits
• 401(k)
• Paid Time Off
• Paid holidays
• Medical, dental and vision coverage are effective 1st of the month following date of hire.

Equal Employment Opportunity

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.

Want to learn more about working at AnewHealth? Visit our website to explore who we are, discover our award-winning culture and benefits, and watch our video to get a closer look.

AnewHealth and its affiliated companies are equal opportunity employers.

We celebrate diversity and are committed to fostering an inclusive environment for all employees.

The company enables better health and quality of life for patients while helping the healthcare organizations who support them improve key clinical and cost outcomes. Established in 2023 through the combination of ExactCare Pharmacy and Tabula Rasa HealthCare, AnewHealth provides a suite of solutions that includes comprehensive pharmacy services with national dispensing; proprietary science-based technology to optimize medication therapy; full-service pharmacy benefit management; and specialized support services for PACE (Program of All-Inclusive Care for the Elderly). Today, AnewHealth cares for more than 100,000 people nationwide through strong healthcare partnerships with risk-bearing providers, primary and specialty care providers, kidney care and dialysis providers, home health organizations, and managed care plans.