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 presenti