Senior Engineer, Telephony

Thank you for considering a career at Ensemble Health Partners!

Ensemble Health Partners 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

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.

Essential Job Functions

• Design, deploy, configure, and maintain Cisco UC, PCCE, and 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.
• Monitor the telephony environment's health, troubleshoot issues, and provide timely resolution to minimize downtime and disruptions.
• Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability.
• Work closely with network and security teams to ensure telephony systems are integrated securely into the overall network infrastructure.
• Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements.
• Provide technical support and guidance to end-users and other IT teams, addressing telephony-related queries and issues promptly.

Employment Qualifications

Desired Work Experience

3 to 5 Years

Desired Education

Bachelors Degree or Equivalent Experience

Computer Science, Information Technology, Telecommunications or related field

Other Preferred Knowledge, Skills and Abilities

• 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.

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Join an award-winning company

Three-time winner of “Best in KLAS” 2020-2022

2022 Top Workplaces Healthcare Industry Award

2022 Top Workplaces USA Award

2022 Top Workplaces Culture Excellence Awards

• 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 Health Partners 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 Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble Health Partners 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 [email protected].

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