Telecom Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Telecom Engineer based in the United States.

In this full-time, remote role, you will help maintain and optimize the communication platforms that support essential business operations and customer interactions. You will provide technical support and administration for cloud-based contact center and telephony solutions, particularly NICE CXone and RingCentral. Working alongside senior engineers and cross-functional teams, you will troubleshoot system issues, manage configurations, and contribute to the development and improvement of call flows. You will also help ensure reliable voice services, efficient call routing, and seamless communication experiences for employees and customers. This position offers the opportunity to expand your expertise in modern telecom technologies, cloud communications, and contact center integrations while contributing to continuous operational improvement. Occasional travel of up to 10% may be required.

Accountabilities

• Provide Tier 1 technical support for RingCentral and NICE CXone environments, resolving incidents related to user access, call quality, device configuration, routing errors, IVR functionality, and other telecommunications issues.
• Provision and manage user accounts, roles, permissions, and system configurations to ensure reliable and secure platform operations.
• Monitor platform performance, system alerts, contact center queues, and call routing behavior to identify potential issues and maintain service stability.
• Perform initial incident assessments and troubleshooting using telecom diagnostic tools, dashboards, and monitoring systems.
• Investigate voice and connectivity issues, document findings, and escalate complex incidents to Tier 2 and Tier 3 engineering teams with complete technical details.
• Assist with the development, modification, testing, validation, and documentation of call flows using NICE CXone Studio and RingCentral administration tools.
• Support call routing configurations, IVR workflows, user provisioning, and other contact center operational processes.
• Maintain accurate technical documentation, including change records, version histories, troubleshooting guides, FAQs, and knowledge base resources.
• Collaborate with senior telecom engineers during system implementations, major deployments, upgrades, and periods of increased support demand.
• Work closely with business stakeholders to understand operational requirements and ensure telecom configurations align with business needs.
• Com...

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis.