Communications Platform Engineer
Full Time
Columbus, OH
AndHealth is on a mission to radically improve access and outcomes for the most challenging chronic health conditions with the goal of making world-class specialty care accessible and affordable to all. We partner with health systems, community health centers, plans, and employers to remove barriers to care to ensure all people have access to the care they deserve.
About The Role
Communication systems are how AndHealth reaches the people we serve—and today, Zoom is the backbone. It runs our internal meetings and meeting rooms, our company-wide phone system, our patient visits and all transcriptions, and now—with our purchase of Zoom Contact Center—the next generation of how patients reach us. It is one of our most business-critical platforms.
You will own our communication systems end to end—starting with the Zoom ecosystem: the data it produces, the integrations that connect it to our application, the architecture and configuration that shape every caller's experience, and the operational initiatives that make the whole system perform better.
This is deliberately a hybrid role—part analyst, part engineer, part administrator, part operator. You might spend a morning shaping tangled API data into a report that the leadership team needs, an afternoon redesigning call routing for a new site, and the next day working with our engineers to put patient visits one tap away inside our app. We know this combination is rare. If you can do all of it—or most of it, while collaborating fluently on the rest—you can have a huge impact on the company.
And we suspect that over time this role will evolve into optimizing and managing other platforms, too—SMS, fax, agentic voice, and whatever our patients and partners need next. Zoom is the starting point, not the boundary.
What You’ll Own:
Platform Architecture & Configuration
- Own the config. Zoom Phone, Contact Center, Meetings, and Rooms are powerful and overly configurable. Own the architecture—sites, naming conventions, user and role designations, call routing, auto-receptionists, queues, and policies—so it is deliberate, documented, and maintainable rather than accumulated.
- Optimize our communication resources. When a team needs calling capability, lead the strategy: does this use case warrant a new resource, or should it leverage our existing infrastructure? Make that decision quickly, consistently, and from a complete understanding of the system.
- Maintain the source of truth. Build and maintain a comprehensive, documented view of our phone infrastructure—every number, its purpose, its routing, and how it all connects—ensuring we always have the clear, current picture needed to scale and optimize our communication resources.
- Stand up Contact Center right. We recently added Zoom Contact Center to our toolkit. Lead its design and rollout—flows, queues, agent experience, and integration with the rest of our stack—so it launches on a solid foundation.
- Perfect the caller experience. Continuously optimize what patients and partners experience when they call us: routing accuracy, hours logic, hold behavior, voicemail, and escalation paths.
Zoom Engineering & Integration
- Bring Zoom data into our app in real-time. Partner with our engineering team to integrate Zoom deeply into the AndHealth ecosystem: real-time call transcription flowing into notes, patient visit transcripts powering documentation, and embedded, one-tap visit launch so patients join care without friction.
- Be fluent in the toolkit. Work confidently with Zoom's REST APIs, webhooks, and SDKs—prototyping lightweight solutions yourself and writing precise specifications when engineers take on the bigger builds.
- Build for trust. Treat security, HIPAA compliance, and reliability as design requirements for anything that touches patient conversations, including recording, transcription, and downstream data flows.
Reporting & Analytics
- Turn data into answers. Zoom's out-of-the-box reporting is limited, but its APIs are rich. Own the path from raw Zoom data, to data modeling and governance, to reporting that answers real business questions: call volumes, answer rates, queue performance, visit activity, and contact center KPIs.
- Close measurement gaps. Where the platform cannot natively answer a question—for example, distinguishing a live answer from a voicemail pickup—design the instrumentation, logic, or workaround that can.
Communication Operations & Vendor Strategy
- Drive phone-ops improvements. Identify and lead initiatives that move operational metrics, such as agentic voice to handle inbound calls or branded calling to improve outbound answer rates, including internal partnerships, vendor evaluation, procurement, and measurement of impact.
- Manage the vendor ecosystem. Own our relationships with Zoom and adjacent vendors (carriers, branded calling, SMS, fax, and similar), including licensing, renewals, and cost optimization.
- Ensure policy and compliance adherence. Champion internal standards for communication regulations, including TCPA compliance, and ensure all messaging campaigns and call workflows align with these requirements.
- Stay ahead of the market. Track Zoom's release cycle and the broader communications landscape—pilot new capabilities, evaluate emerging channels and vendors, and turn platform advances into AndHealth advantages before we have to ask for them.
- Own what comes next. When a new communication need emerges—SMS, fax, agentic voice, or a channel we haven't picked yet—you evaluate the options, select the right tool, and fold it into the architecture, documentation, and reporting you have already built.
Other Skills & Qualifications:
- Communications platform depth. 5+ years in unified communications, telephony, or contact center platforms, with hands-on administration at scale. Deep Zoom experience (Phone, Meetings/Rooms, Contact Center) is a major head start—and strong experience elsewhere (Teams, RingCentral, Five9, Genesys, NICE, Talkdesk) counts too. We care more that you can master a platform than which one you mastered first.
- A fast study. You learn new systems quickly and go deep fast. The tools in this role will change over time, and we are betting on your ability to master the next platform, not just the current one.
- Telephony fundamentals. Call routing and IVR/flow design, site and number management, porting, E911, and carrier concepts—plus the discipline to document all of it.
- Data fluency. Comfort pulling and shaping data from APIs, working in SQL, and building reporting that people actually use. Experience with BigQuery and Looker Studio is a plus.
- Engineering literacy. Working command of REST APIs, webhooks, and SDKs. You can script your own automations and collaborate precisely with software engineers on larger integrations.
- An operator's mindset. You connect configuration decisions to business outcomes—answer rates, patient experience, staff efficiency—and you drive improvements without waiting to be asked.
- Cross-functional range. You move comfortably between analysts, engineers, IT, care operations, and vendors, translating fluently among all of them.
- Some nice-to-haves. Healthcare experience and working knowledge of HIPAA as it applies to calls, recordings, and transcription; experience with branded calling, STIR/SHAKEN, and outbound number reputation management; experience with SMS/messaging platforms or healthcare fax workflows; scripting ability (Python, JavaScript, or similar) for automation and data work.
Here’s what we’d like to offer you:
- Equal investment and support for our people and patients.
- A fun and ambitious growing environment with a culture that takes on important things, takes risks, and learns quickly.
- The ability to demonstrate creativity, innovation, and conscientiousness, and find joy in working together.
- A team of highly skilled, incredibly kind, and welcoming employees, every one of whom has something unique to offer.
- We know that the overall success of our business is a collaborative effort, and we strive to provide ongoing opportunities for our employees to learn and grow, both personally and professionally.
- Full-time employees are eligible to participate in our benefits package which includes Medical, Dental, Vision Insurance, Paid time off, Short- and Long-Term Disability, 401k match and more.
We are an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability, or veteran status.