A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values: lead with heart, cultivate trust, go beyond.
Position Summary: :Reporting to the Senior Manager, IT, the Telecom Engineer II plays a key role in designing, implementing, and maintaining the organization’s telecommunications systems. This role is responsible for supporting our Contact Center and Unified Communications systems, with a focus on UCaaS and CCaaS technologies such as NICE inContact, Verizon Mobile, OneTalk, and Microsoft Teams. The Telecom Engineer partners closely with IT colleagues, business leaders, and cross-functional stakeholders to translate organizational needs into effective technical solutions. This includes collecting, analyzing, and documenting business requirements, recommending enhancements, and serving as a liaison between developers and Business Operations. In addition, this individual will contribute to planning and implementation of proposed recommendations and system improvements.
What You Will Do: :• Serve as the primary link between IT and Business Operations, gathering requirements, developing solutions, and defining related business processes.
• Support system administration and drive improvements to telecom services by identifying and implementing process and technology enhancements to improve the user experience and increase automation.
• Design, implement, and support call flows that integrate seamlessly with third-party platforms (Salesforce CRM, call branding vendors, Workforce Management, Quality Management, NLP, ASR, and other cloud integrations).
• Develop clear technical documentation, including architecture diagrams and emerging technology evaluations.
• Lead and manage multiple telecom projects, ensuring vendor partners deliver solutions that align with business goals and timelines.
• Collaborate with Salesforce and other system support teams to ensure smooth and reliable third-party integrations.
• Provide exceptional customer service to stakeholders, including high-level support during critical issues.
• Perform other duties and special projects as required
• 5+ years of experience designing, configuring, implementing, and supporting Contact Centers (NICE inContact, Genesys, Five9, Verint, or equivalent), preferably in multi-tenant environments.
• Deep expertise in NICE inContact infrastructure, architecture, and Studio application.
• Strong understanding of VoIP, SIP protocols, Workforce Management, Quality Management, and voice network protocols.
• Proven experience with CTI integration (APIs, CTI screen-pop, CXone, IVR database troubleshooting).
• Knowledge of advanced communication technologies a big plus (e.g. sentiment analysis, TTS/STT, and AI agent assist tools).
• Proficiency with Office 365, Microsoft Teams, and Intune MDM administration, with knowledge of audio codecs (G.711, G.729), and E.164.
• Strong project management, communication, and problem-solving skills.
Preferred Qualifications:
• Programming/scripting experience (SQL, MSSQL) highly desired.
• Networking experience such as switching, routing, DNS, Meraki firewalls, proxy servers, QoS preferred.
At Careforth your well-being matters. With flexible schedules, a remote-first culture, and a nationally recognized wellness program, our benefits are designed to help you thrive, both professionally and personally. Discover how we invest in you:
#LI - Remote (exceptions NYC, CA, and CO)
The pay range for this position is $80,000 - $125,000 The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and geographic location.
Join Our Award Winning Team: :Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn.
Caregivers play a critical role in the future of healthcare—and so can you.
Apply now!
For more information, please visit .
Careforth is an Equal Opportunity Employer*
DISCLAIMER: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
*Careforth supports families with diverse backgrounds and as an equal opportunity employer, we seek employees who reflect the diverse population we serve. Careforth complies with all applicable laws concerning hiring and employment practices and is firmly committed to fostering and maintaining a workplace free from discrimination. We pledge to hire, train, and promote our employees without regard to race, religion, gender, gender identity, genetic information, age, national origin, sexual orientation, disability, veteran status, or any other category protected by applicable law.
Careforth strives to create experiences that are accessible and welcoming to everyone, including making and the careers site accessible to any and all users. If you would like to contact us regarding the company’s diversity, equity and inclusion initiatives, inquire about a specific accessibility need or the accessibility of our website, or if you need assistance completing an application process, please contact People & Culture at 866-797-2333.
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