Senior Telephony Engineer

Overview

The Senior Telephony Engineer supports and maintains the systems, applications, and integrations that power SoFi’s Operations organization. This role blends technical expertise with process understanding and advanced analytical skill — ensuring that operational tools are configured, governed, and optimized to meet business needs and scale efficiently. This role will be primarily focused on leveraging data and key insights to optimize member interactions within the telephony platform and use these insights to consistently drive actionable solutions which provide enhanced self-service and improve member experience. This role requires a demonstrated passion for helping our members thrive in their financial journey.

As part of the Operations Infrastructure team, this individual contributor works closely with the Team Lead as well as Product, Engineering, and Operations partners to deliver reliable, well-documented, and data-driven solutions that improve the efficiency and effectiveness of Operations.

This position combines expertise in these existing Job Profiles — with a focus on hands-on system management and continuous improvement: 

• solutions architecture (40%) 
• enterprise applications (30%)
• program management (20%) 
• systems administration (10%)

Core Responsibilities

Solutions Architecture (40%)

• Translate operational requirements into technical configurations, workflows, and integrations within enterprise systems.
• Participate in solution design sessions and provide recommendations to ensure scalability, maintainability, and alignment with established standards.
• Develop, configure, test, and validate system changes or integrations under the direction of the team lead.
• Contribute to system diagrams, configuration playbooks, and architecture documentation.
• Diagnose complex issues and develop production fixes or enhancements in collaboration with technology partners and vendors.
  
  

Enterprise Applications (30%)

• Support and maintain enterprise and SaaS applications used across Operations.
• Perform day-to-day configuration, user access management, and data validation to ensure system accuracy and performance.
• Build and manage operational reports and dashboards to provide visibility into metrics and workflows.
• Identify process inefficiencies and propose system improvements or automations.
• Create and maintain user guides, documentation, and training materials to support system adoption.
  
  

Project Execution (20%)

• Execute assigned project tasks and deliverables within defined timelines and scope.
• Partner with cross-functional teams to document requirements, test solutions, and support rollout activities.
• Track and communicate progress to project leads, escalating blockers or risks as needed.
• Contribute to implementation plans, testing scripts, and user acceptance testing efforts.
• Participate in retrospectives and continuous improvement reviews to optimize team processes.
  
  

Systems Administration (10%)

• Support system maintenance, monitoring, and performance activities in partnership with IT and Infrastructure teams.
• Assist with system upgrades, environment configuration, and deployment preparation.
• Maintain documentation for system changes, release notes, and environment details.
• Proactively identify system or process issues and recommend corrective actions.
  
  

Collaboration & Team Responsibilities

• Work under the direction of the Operations Infrastructure Lead/Manager to execute priorities and maintain system consistency across environments.
• Partner closely with business stakeholders to understand operational challenges and translate them into technical requirements.
• Share knowledge across the team and contribute to improving configuration standards and documentation practices.
• Provide responsive and thoughtful support to internal users and partners.
  
  

Qualifications

• 3-5 years of experience in enterprise applications, systems administration, or operations technology roles.
• Hands-on experience configuring or supporting SaaS platforms or enterprise tools that enable large-scale operations.
• Strong analytical and problem-solving skills with a focus on data accuracy and system integrity.
• Ability to communicate clearly with both technical and business audiences.
• Familiarity with system integrations, workflow design, and reporting tools preferred.
• Experience with IT governance, change management, or incident tracking systems is a plus.