• Work horizontally across the Infrastructure and Operations portfolio supporting private/public cloud systems, operating systems, middleware, storage, database platforms, and other key infrastructure products. • Develop repeatable automation to efficiently deliver capabilities. • Drive solutions to problems impacting mission critical systems and implement automation to prevent reoccurrence. • Execute changes on production systems in accordance with Change Management standards. • Support and implement private cloud HCI components. • Work in a Center of Excellence for cloud usage and cloud development standards. • Maintain an accurate picture of existing server, storage, networking software and hardware and virtual environments to support scaling against various project requirements. • Ensure all usage of cloud environments meets governance standards and contributes to improving standards for security and operational efficiency. • Create standard operating procedures for Healthfirst operations teams to support the operations of the products. • Act as an escalation point for operations teams for incident and ticket resolution and participate in an on-call rotation as an escalation point.

• Build and maintain deployment automation and CI/CD pipelines that reliably ship software across 20+ federal environments in parallel. • Own the operational health of all production deployments — monitoring, alerting, incident response, and post-mortems. • Design infrastructure that accounts for the reality of federal environments: air-gapped networks, strict compliance requirements, variable network topologies, and limited access windows. • Build tooling that gives the engineering team visibility into the state of every deployment without requiring manual inspection. • Automate everything that can be automated. We cannot scale to hundreds of environments with manual processes. • Work with the product engineering team to ensure new features are deployable across all environments without environment-specific hacks. • Manage and improve cloud infrastructure (AWS, GCP) and on-prem deployments depending on customer requirements. • Participate in on-call rotations for production environments.

• When a client issue is expressed as business needs and (non-)functional expectations, you’ll get to come up with a possible solution, by developing one or more scenarios and evaluating them with the client to land on an optimal scenario. • You’ll fine-tune the architecture and then define a set of projects to bring this scenario to life. • You’ll be in charge of working out a detailed architecture in which the different infrastructure technologies can work together. • You’ll be mainly involved in the design phase, possibly up to and including the delivery. • Your main mission will be to make sure that everything works neatly together: you make IT work! • Architecture Governance: even after a project is completed, you’ll still be involved with the client through an Architecture Board or Change Advisory Board.

Role Description Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture centered around transforming talented employees into effective business leaders? Then BHG Financial is the place for you. Who You Are: - You are a motivated IT and Technology professional who is passionate about optimizing and advancing modern cloud-based communication platforms. - You excel at architecting and supporting software-driven telephony environments. - You have experience designing, administering, optimizing, and supporting enterprise telecom systems including RingCentral, Twilio, SMS Magic, NICE call recording, and Microsoft Teams telephony capabilities. - You are a detail-oriented, analytical, and collaborative problem-solver who thrives in a fast-paced environment. - You can enhance communication workflows, ensure system reliability and performance, drive data-driven insights through API integrations, and deliver seamless telecom solutions that support Sales and Customer Service operations. What You'll Do: - Platform Administration & Engineering: - Serve as the subject matter expert for RingCentral, Twilio, SMS Magic, emerging Microsoft Teams telephony capabilities, and NICE call recording systems. - Administer, configure, and optimize the RingCentral IVR, call flows, queues, routing logic, and user profiles. - Manage NICE call recording administration, retention policies, user access, and troubleshooting. - Support and maintain the small footprint of physical desk phones (≈1%) integrated with RingCentral. - Support Microsoft Teams phone integration, including call routing, number assignment, and coexistence with RingCentral where applicable. - Ensure system reliability, call quality, and platform performance across all communication channels. - API Integrations & Data Engineering: - Build, maintain, and optimize API integrations between RingCentral, NICE, and other business systems. - Extract call data, recordings, metrics, and analytics for reporting and operational insights. - Partner with Data/Analytics teams to ensure clean, structured, and reliable telecom data pipelines. - Automate data workflows where possible to improve visibility and reduce manual effort. - Operational Support & Incident Response: - Respond to and resolve telecom related incidents logged in Jira Service Management. - Troubleshoot issues related to call routing, IVR behavior, SMS delivery, recordings, and integrations. - Partner with InfoSec and Infrastructure teams to ensure secure, compliant telecom operations. - Business Partnership & Project Execution: - Collaborate closely with Sales, Customer Service, and other business units to understand communication needs and design effective solutions. - Translate business requirements into technical configurations and workflows. - Track all telecom enhancements, requests, and projects in Jira Project Management. - Provide clear communication, documentation, and timelines for all telecom initiatives. - Governance, Documentation & Best Practices: - Maintain accurate documentation of call flows, IVR logic, routing tables, recording workflows, Teams telephony configurations, and platform configurations. - Establish and enforce telecom standards, naming conventions, and operational procedures. - Identify opportunities for automation, optimization, and improved customer/agent experience. Qualifications - 8+ years in telecom support or telecom engineering roles. - 3+ years in a senior level technical telecom role. - Expert level experience with RingCentral, including IVR design, call flow engineering, and platform administration. - Strong experience with Twilio, SMS Magic, and cloud-based communication tools. - Familiarity with Microsoft Teams Phone or hybrid telephony environments. - Hands-on experience administering NICE call recording platforms. - Experience building and maintaining API integrations for telecom data extraction and analytics. - Proficiency with Jira Service Management and Jira Project Management. - Excellent communication, planning, and technical project management skills. Requirements - All roles require travel during the first 6 months of employment to attend the BHG Oars in Experience. - After the initial 6 months, ongoing travel is expected at approximately ~5% annually for periodic team on-sites, team meetings, and cross-functional collaboration. Benefits - Medical/Rx/Dental/Vision coverage for employees and their eligible family members. - Competitive PTO and vacation policies. - 1 Friday off each month for Wellness Weekends. - Company 401(k) plan with employer contributions after one year. - Company-sponsored training and certification opportunities. - Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses. - Ongoing volunteer opportunities to give back to the community through our BHG Cares program.