AssistRx is looking for a Telecom Engineer to oversee, maintain, and optimize our telephony infrastructure with a focus on Interactive Voice Response (IVR) systems. You'll collaborate across teams to ensure seamless IVR operations, script customization, and system improvements that enhance customer experience and operational efficiency.

What You'll Do

Design, develop, and maintain IVR scripts to meet business requirements, ensuring smooth call flow and optimal customer experience.
Implement and customize IVR call flows, menus, prompts, and routing logic based on business needs and user feedback.
Troubleshoot and debug IVR scripts to address issues promptly and efficiently.
Manage and maintain telephony systems, including PBX, ACD, VoIP, and related hardware and software.
Monitor system performance, conduct routine maintenance, and ensure system reliability and uptime.
Collaborate with cross-functional teams to integrate telephony systems with other enterprise applications and NOC monitoring systems.
Work closely with stakeholders to gather requirements and implement IVR solutions aligned with business objectives.
Provide technical support and guidance to internal teams on IVR functionality and troubleshooting.
Create and maintain comprehensive documentation for IVR configurations, system changes, and best practices.
Generate internal reports on IVR performance metrics and utilization to identify opportunities for improvement.

What We're Looking For

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Proven 3-5 years of experience 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.

Nice to Have

Certifications in relevant telephony or telecom systems.

Technical Stack

IVR platforms (e.g., Cisco)
Telephony protocols (SIP, RTP)
PBX, ACD, VoIP

Team & Environment

You will be part of the Information Technology department, reporting to the Sr. Manager, Telephony.

Benefits & Compensation

Competitive compensation and benefits package.
Collaborative and innovative work environment.
Opportunity to play a key role in enhancing telecom systems and improving customer interactions.

Work Mode

This is a fully remote position.

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.