Telecom Engineer

Company Overview

PACS Group, Inc. is a holding company investing in post-acute healthcare facilities, professionals, and ancillary services. Founded in 2013, PACS Group is one of the largest post-acute platforms in the United States. Its independent subsidiaries operate 325 post-acute care facilities with 47,000 employees across 17 states serving over 31,000 patients daily. PACS business support division, PACS Services, provides technology and administrative support services — accounting, finance, human resources, compliance, payroll, AR/AP, legal, risk management, information technology, corporate communication, and other business advice and support — to their healthcare facilities, reducing administrative burdens so their leadership and care teams can focus on the care, well-being, and quality of life of their patients and residents. PACS is one of Utah's Best Companies to work for. It has also been recognized as one of Utah's Fastest Growing Companies for multiple years.

Job Summary/General Purpose

The Telecom Engineer is responsible for the administration, support, and continuous operation of PACS voice and telecommunications services across a large, multi-site healthcare environment. This role serves as the primary owner for telecommunications service requests and incident escalations, ensuring reliable voice, fax, paging, and related communications services across PACS facilities. The Telecom Engineer partners with carriers, vendors, internal IT teams, and facility stakeholders to support daily operations, acquisitions, facility transitions, emergency-calling compliance, and telecommunications modernization initiatives that directly support patient care and business continuity.

Key Responsibilities/Essential Duties

• Own and resolve telecommunications service requests, incident escalations, and operational issues involving VoIP phone systems, cloud fax services, analog telephone adapters, overhead paging systems, and related telecommunications platforms.
• Configure, deploy, maintain, and troubleshoot telecommunications infrastructure while ensuring service continuity, system reliability, and compliance with established technical, security, and operational standards.
• Coordinate installations, service activations, number porting, migrations, facility integrations, and telecommunications upgrades with carriers, vendors, facility personnel, and internal IT teams.
• Maintain accurate telecommunications documentation, asset records, configuration data, and dispatchable location information to support emergency-calling requirements, reporting, and compliance obligations.
• Provide technical consultation, user training, and operational support to facility administrators, healthcare professionals, engineers, and business stakeholders by translating technical concepts into clear and actionable guidance.
• Participate in telecommunications projects and continuous improvement initiatives that enhance service reliability, operational efficiency, user experience, and operational readiness across PACS facilities.

Qualifications

Required Experience

• Three or more years of experience supporting business voice services across multiple locations, including direct ownership of service request and incident queues.
• Experience configuring, provisioning, deploying, maintaining, and troubleshooting VoIP phone systems.
• Experience supporting cloud fax services, fax analog telephone adapters, overhead paging systems, and telephone number porting.
• Experience coordinating with telecommunications carriers and supporting service migrations and transitions.
• Demonstrated ability to deliver responsive customer service in a technical support environment.
• Experience diagnosing and resolving telecommunications issues using remote management and troubleshooting tools.

Required Education

• Bachelor's degree in Information Technology, Telecommunications, Computer Science, Engineering, or a related field, or an equivalent combination of education, certifications, and directly applicable experience.

Essential Physical Requirements

• Ability to work a standard Monday through Friday schedule of 8:00 a.m. to 5:00 p.m. local time.
• Ability to participate in after-hours support, critical incident response, and scheduled maintenance activities as directed by management.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

Travel Requirements

• Occasional travel may be required to support acquisitions, facility transitions, business meetings, integrations, and operational initiatives.
• Anticipated travel: up to 10% based on business needs.

Preferred Experience

• Experience administering and supporting RingCentral.
• Experience supporting Concord Cloud Fax and NextStep platforms.
• Experience managing and troubleshooting Yealink phones.
• Experience managing and troubleshooting Grandstream phones and analog telephone adapters, including Grandstream Device Management System (GDMS).
• Experience using ServiceNow, Freshservice, or similar IT service management platforms.
• Experience supporting Meraki network environments.
• Experience supporting telecommunications services within healthcare, regulated, multi-site, acquisition-oriented, or highly distributed organizations.
• Experience supporting facility openings, closures, expansions, acquisitions, migrations, and telecommunications integrations.
• ITIL 4 certification or substantial practical experience operating within an ITIL-based service management environment.

Required Knowledge, Skills, and Abilities

• Strong understanding of VoIP technologies, telecommunications systems, and supporting network protocols.
• Working knowledge of Session Initiation Protocol (SIP), including device registration, call setup, SIP response codes, transport methods (UDP, TCP, TLS), media negotiation, and SIP trace analysis.
• Practical understanding of Secure Real-time Transport Protocol (SRTP), T.38 faxing, and fax pass-through technologies.
• Strong troubleshooting and problem-solving skills with the ability to remain effective during outages, escalations, and competing priorities.
• Excellent written and verbal communication skills with the ability to communicate effectively with both technical and non-technical audiences.
• Strong organizational, prioritization, documentation, and task management capabilities.
• Ability to manage multiple service requests, incidents, operational tasks, and project assignments simultaneously.
• Customer-focused mindset with an emphasis on service continuity, operational efficiency, and stakeholder support.
• Ability to work independently while collaborating effectively with internal teams, vendors, carriers, and facility stakeholders.
• Commitment to following established technical, security, compliance, procurement, and operational standards.

Work Location

This position may be based in the Salt Lake City, Utah metropolitan area or performed remotely if outside of the Salt Lake area.

Pay

The base salary for this position is $75,000–$85,000 based on experience and location.

Join PACS: Elevate Healthcare with Us!

PACS is elevating healthcare by revolutionizing our approach to leadership and quality care. Guided by our core values of love, excellence, trust, accountability, mutual respect, and commitment, we strive to foster a culture of compassionate care within our teams and the communities we serve. As we grow rapidly, exciting opportunities await you to engage in impactful projects and contribute valuable insights to stakeholders nationwide.

If you're ready to make a difference and embrace our mission of creating real change, we invite you to join us at PACS. Together, let’s shape the future of healthcare!

Join Our Team and Thrive!

At PACS, we believe our employees are our greatest asset. That’s why we offer an exceptional benefits package designed to enhance your well-being and support your lifestyle.

Our Comprehensive Benefits Include

• Health Coverage: Enjoy medical, dental, and vision plans to keep you and your family healthy.

• PTO and Vacation: Benefit from generous paid time off and holidays to relax and recharge.

• Financial Wellness: Take advantage of Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage your healthcare expenses effectively.

• Retirement Planning: Secure your future with our 401(k) plan, complete with company contributions to help you build your retirement savings.

• Support When You Need It: Our Employee Assistance Plan (EAP) provides confidential support for personal and professional challenges.

Join us at PACS and take advantage of a workplace that truly values you!

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, and any other protected characteristic. Employment decisions are based on qualifications, merit, and business needs.