About Brightway Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation's largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.
We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.
Scope: We are hiring a VoIP Engineer at Brightway Insurance to enhance the communication systems used by our Engagement Center and Franchise Agencies. In this role, you will work closely with the technology team and Engagement Center stakeholders to streamline processes, improve voice UX, and drive operational efficiency. As a key member of our team, you will help build the next-generation voice experience through our communications platform, low-code tooling, and agentic AI.
As a VoIP Engineer at Brightway, you will - Consolidate the Engagement Center IVR business logic into a single system to improve maintainability and reduce the number of voices our callers hear down from three, to one.
- Coordinate with the development team to ensure that call recordings and transcripts are sent to Azure for long-term storage and analysis.
- Create queues and routing rules for our new Engagement Center pilot group in Charlotte NC.
- Work with the development team to evaluate a migration to the Microsoft Dynamics 365 Contact Center platform.
- Purchase phone numbers and create agency IVRs for our 350 (and growing.) Brightway franchises.
Responsibilities: - Monitor and maintain the communications system, troubleshooting and optimizing for performance and reliability.
- Map out and measure the numbers, extensions, and paths our callers take as they move through the Agent and Engagement Center phone systems.
- Build and maintain automation for the communications system, including call routing, IVR enhancements, and integrations with other business systems.
- Work closely with engineering leadership, UX, and Engagement Center stakeholders to ensure solutions meet their needs.
- Use data to analyze performance and drive decision making.
- Constantly look for ways to improve technology and process through an ownership mentality.
Requirements: - Strong experience with VoIP/telephony platforms (e.g., Cisco, Avaya, Genesys, Twilio, etc.)
- Proficiency in low-code automation or scripting (e.g., Python, PowerShell) for call identification and routing.
- Deep understanding of DNIS, ANI, SIP (Session Initiation Protocol), and call flows.
- Experience with contact center technologies and integrations.
- Excellent problem-solving and communication skills.
- Excellent written and verbal communication skills.
- Ability to work collaboratively with both technical teams and business stakeholders.
- Familiarity with Agile methodologies and tools such as Azure DevOps, Jira, or Trello.
- Experience in the insurance industry is a plus.
Equal Employment Opportunity: Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.
We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.