Sr Engineer, Telephony

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. 

• Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.

• 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.

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 to $120,000 based on experience

This posting addresses state specific requirements to provide pay transparency.  Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position.  A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

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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 TA@ensemblehp.com.

This posting addresses state specific requirements to provide pay transparency.  Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position.  A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

Employment Disclaimers – Ensemble