Job Description
JOB TITLE: Telecom Engineer
EMPLOYER: AssistRx
DEPARTMENT: Information Technology
REPORTS TO: Sr. Manager, Telephony
LOCATION: Remote
Company Overview: AssistRx has engineered the perfect blend of technology and talent (you) to provide life sciences companies with an efficient solution to improve patient uptake, visibility and outcomes. Our talented team members provide therapy and healthcare system expertise to help patients achieve better results from care. A growing organization, AssistRx views our people as our strongest asset. Join us as we continue to make a difference.
Job Summary: As a Telephony Engineer, you will be responsible for overseeing, maintaining, and optimizing our telephony infrastructure, specifically focusing on Interactive Voice Response (IVR) systems. Collaboration with cross-functional teams to ensure seamless IVR operations, script customization, and ongoing system improvements to enhance customer experience and operational efficiency is a must. The ideal candidate will have a strong technical background, excellent problem-solving skills and thrive in a dynamic environment.
Key Responsibilities:
· IVR Scripting and Development:
o Design, develop, and maintain IVR scripts to meet business requirements, ensuring smooth call flow and optimal customer experience.
o Implement and customize IVR call flows, menus, prompts, and routing logic based on business needs and user feedback.
o Troubleshoot and debug IVR scripts to address issues promptly and efficiently.
· Telephony Systems Administration:
o Manage and maintain telephony systems, including PBX, ACD, VoIP, and related hardware/software.
o Monitor system performance, conduct routine maintenance, and ensure system reliability and uptime.
o Collaborate with cross functional teams to integrate telephony systems with other enterprise applications and NOC monitoring systems.
· Collaboration and Support:
o Work closely with stakeholders, including customer service, IT, and business teams, to gather requirements and implement IVR solutions aligned with business objectives.
o Provide technical support and guidance to internal teams on IVR functionality and troubleshooting.
· Documentation and Reporting:
o Create and maintain comprehensive documentation for IVR configurations, system changes, and best practices.
o Generate internal reports specifically for the telephony team on IVR performance metrics and utilization to identify opportunities for improvement.
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
· Proven experience (3-5 years) in telephony systems administration, with a focus on IVR scripting and development.
· Proficiency in IVR platforms (e.g., Cisco) scripting languages and telephony protocols (e.g., SIP, RTP).
· Strong troubleshooting skills and the ability to analyze complex telecom issues.
· Excellent communication skills with the ability to collaborate effectively across teams.
· Detail-oriented with a proactive approach to system maintenance and optimization.
· Certifications in relevant telephony/telecom systems (preferred but not required).
Key Skills
· Attention to detail
· Problem solving and analytical thinking
· Communication and customer support
· Time management and organization
· Technical documentation
Work Environment
· Typically remote with occasional on-site office support.
· May require after-hours support for maintenance or incident response.
· Occasionally required to stand.
· Occasionally required to walk.
· Continually required to sit.
· Continually required to utilize hand and finger dexterity.
· The employee must occasionally lift and /or move up to 50 pounds.
· Occasional evening and weekend work may be required
Measurements of Success:
· Timely and accurate IVR provisioning and request fulfillment
· High telephony system uptime and performance
· Positive end-user satisfaction
· Accurate documentation and compliance adherence
Why Join Us:
· Opportunity to play a key role in enhancing our telecom systems and improving customer interactions.
· Collaborative and innovative work environment.
· Competitive compensation and benefits package.
If you are passionate about telecom engineering and want to contribute to a fast paced, dynamic team, we invite you to apply and join us in our mission to deliver exceptional customer experiences.
AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.
All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.
AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire.
