Job Summary
The Telecommunications Engineer will provide hands-on engineering, implementation, and support for enterprise telecommunications and contact center environments, with a primary focus on NICE CXone and RingCentral platforms. The role will design, develop, configure, implement, and support IVR applications, call flows, routing, queues, and related contact center capabilities while partnering with business and technology teams to deliver effective solutions. The position will also contribute to platform enhancements, production support, technical standards, and future-state contact center initiatives in a mature Agile environment.
Key Responsibilities
• Engineer, configure, implement, and support RingCentral and NICE CXone contact center and telecommunications solutions.
• Develop, enhance, and maintain IVR applications, call flows, routing, queues, and skills.
• Develop and maintain NICE CXone Studio scripts supporting contact center requirements.
• Troubleshoot and resolve complex telecommunications, voice, and contact center platform issues.
• Support the configuration and administration of contact center users, agents, skills, queues, and related platform capabilities.
• Partner with business and technology teams to understand requirements and translate them into effective telecommunications and contact center solutions.
• Support testing, implementation, upgrades, and ongoing enhancements to RingCentral and NICE CXone environments.
• Assist with integrations between contact center platforms and other enterprise systems.
• Identify opportunities to improve reliability, performance, supportability, and customer and associate experience.
• Develop and maintain technical documentation, standards, and support procedures.
• Translate business and analyst requirements into NICE CXone solutions.
• Test and validate new functionality before deployment.
• Provide technical leadership, best-practice guidance, and engineering recommendations.
• Participate in troubleshooting and production support activities.
• Collaborate with business stakeholders while independently owning assigned initiatives.
• Contribute to long-term contact center strategy and future platform improvements.
Required Qualifications
• 3+ years of experience working with enterprise telecommunications and/or contact center technologies.
• Hands-on experience engineering and supporting RingCentral.
• Hands-on experience engineering and supporting NICE CXone.
• Strong NICE CXone Studio scripting experience.
• Experience developing, maintaining, and troubleshooting IVR applications and call flows.
• Experience with NICE CXone capabilities including Studio, Workforce Management, inView Performance Management, Agent for Salesforce Lightning, and Interaction Analytics.
• Experience configuring and troubleshooting contact center capabilities including call routing, queues, skills, agents, and related telephony services.
• Strong understanding of telecommunications concepts and contact center technologies.
• Working knowledge of VoIP and SIP, including their role in call routing and contact center functionality.
• Experience working in a fast-paced Agile environment.
• Strong troubleshooting, problem-solving, analytical, and communication skills.
• Ability to work independently, manage time effectively, prioritize tasks, and meet deadlines with minimal supervision.
• Ability to work collaboratively with engineers, business stakeholders, and technology teams.
• Ability to participate in production support and troubleshooting activities as needed.
Preferred Qualifications
• Familiarity with AWS cloud services and their use in designing, integrating, and optimizing contact center technology platforms.
• Experience with multiple RingCentral and NICE CXone capabilities, including Omni-channel ACD, Interaction Analytics, Workforce Management, Feedback Management, and AI-enabled contact center capabilities.
• Experience with CYARA or other automated IVR/contact center testing tools.
• Familiarity with Git, GitHub, or another version-control system.
• Knowledge of Salesforce and contact center integrations.
• Experience integrating NICE CXone with Salesforce environments and familiarity with API-based integrations.
• Experience working in insurance or financial services industries.
• Experience supporting large-scale enterprise telecommunications or contact center environments.
• Experience mentoring peers and driving engineering best practices.
• Ability to contribute strategic ideas around customer experience, automation, and contact center platform optimization.
