Salesforce CTA / Principal / Lead Architect (Remote)

Please note: At this time, we are unable to sponsor work visas. Applicants must be authorized to work in the United States without the need for current or future sponsorship. Job Title: Senior RingCentral & NICE Telephony Administrator/SME (Remote) Company: Detego Health LLC Location: Remote (United States) About Detego Health: Detego Health is a rapidly growing healthcare organization committed to enhancing patient and provider experiences through innovative technology and streamlined operations. We are dedicated to leveraging cutting-edge solutions to improve service levels, reduce complexities, and support our continued growth. Join our dynamic Information Systems team and play a pivotal role in optimizing our critical communication platforms. Job Summary: Detego Health is seeking an experienced and highly skilled Senior RingCentral & NICE Telephony Administrator/SME to manage, optimize, and provide expert administration for our RingCentral and NICE telephony platforms. This is a critical remote role responsible for ensuring the stability, efficiency, and continuous improvement of our contact center and unified communications infrastructure. The ideal candidate will possess deep technical expertise in both platforms, a strong analytical mindset, and a passion for enhancing customer and agent experiences. Key Responsibilities:

• Platform Administration & Optimization:
• Serve as the primary subject matter expert (SME) for RingCentral and NICE platforms, including administration, configuration, and troubleshooting.
• Manage user accounts, extensions, call queues, IVR menus, auto-attendants, and call routing logic to optimize call flow and efficiency.
• Proactively identify and implement opportunities to leverage underutilized features (e.g., self-service, call-back routing, advanced analytics) within existing platforms.
• Monitor system performance, conduct regular health checks, and ensure high availability and reliability of telephony services.
• Reporting & Analytics:
• Analyze call analytics and reporting from RingCentral and NICE to identify trends, pinpoint inefficiencies, and guide staffing adjustments and scheduling.
• Streamline and enhance management reporting capabilities to provide actionable insights.
• Workflow & Process Improvement:
• Collaborate with contact center operations, IT, and other stakeholders to redesign workflows that improve service levels, reduce call abandonment, and enhance first-call resolution.
• Contribute to the development of a customer experience blueprint by optimizing telephony interactions.
• Support & Training:
• Provide advanced technical support for complex telephony issues, acting as an escalation point for helpdesk teams.
• Develop and deliver operational training for frontline agents, supervisors, and workforce management teams on RingCentral usage.
• Provide advanced admin-level training, including modifying IVRs and other system configurations.
• Integration & Future Planning:
• Assess current platform integrations (e.g., CRM) and provide recommendations for optimization.
• Contribute technical expertise to future telephony projects, including potential AI integrations (e.g., AI summarization, advanced routing), data readiness, and compliance considerations.
• Compliance & Documentation:
• Ensure all telephony configurations and operations comply with relevant healthcare regulations (e.g., HIPAA) and company policies.
• Maintain comprehensive documentation of system configurations, call flows, and operational procedures.

Qualifications:

• Experience:
• 5+ years of hands-on experience in the administration, configuration, and optimization of RingCentral platforms.
• Demonstrable experience with NICE contact center solutions is highly preferred.
• Proven track record of improving telephony operations, call routing, and IVR systems.
• Experience with CRM integrations (e.g., Salesforce) with telephony platforms.
• Technical Skills:
• Deep understanding of UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) principles.
• Expertise in RingCentral features: IVR scripting, call queues, routing rules, reporting, APIs, and integrations.
• Strong analytical skills with the ability to interpret call data and translate it into actionable improvements.
• Familiarity with network protocols relevant to VoIP (SIP, RTP).
• Soft Skills:
• Excellent problem-solving and troubleshooting abilities.
• Strong verbal and written communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Self-motivated, proactive, and able to work independently in a remote environment.
• Strong organizational skills and attention to detail.
• Ability to collaborate effectively with cross-functional teams.
• Education:
• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent practical experience.
• Certifications (Highly Desired):
• RingCentral Certified Administrator or similar certifications.
• NICE certifications.

Salary Range: $115,000 - $125,000 annually, depending on experience, qualifications, and location. Benefits: Detego Health offers a comprehensive benefits package that includes:

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) and Company Holidays
• Life and Disability Insurance
• Professional Development Opportunities
• Remote work flexibility

Why Join Detego Health? At Detego Health, you'll be part of a mission-driven organization that values innovation, efficiency, and exceptional service. You'll have the opportunity to make a significant impact on our operations and directly contribute to improving healthcare experiences. We foster a collaborative and supportive remote work environment where your expertise is valued and your professional growth is encouraged. Detego Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Job Type: Contract Pay: $115,000.00 - $125,000.00 per year Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• RingCentral: 3 years (Required)
• Telephony: 5 years (Required)

License/Certification:

• RingCentral Administrator (Preferred)

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