Telecommunications Engineer

Job#: 3055046
Job Description:
Telecommunications Engineer
Role Overview
This engineering position is open within the Telecommunications Technology team. The selected candidate will support the engineering, implementation, and maintenance needs for the enterprise telecommunications and contact center environment. Responsibilities include resolving complex problems, pioneering enhancements, and driving solutions to achieve organizational goals through the Contact Center Telephony systems. This role involves collaborating to identify opportunities for technological advancement, actively shaping team processes, and providing hands-on engineering support for RingCentral and NICE CXone platforms.
Key Responsibilities

• Engineer, configure, implement, and support RingCentral and NICE CXone contact center and telecommunications solutions.
• Develop, enhance, and maintain Interactive Voice Response (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 solutions.
• Support testing, implementation, upgrades, and ongoing enhancements to the environment.
• Assist with integrations between contact center platforms and other enterprise systems.
• Identify opportunities to improve the reliability, performance, supportability, and user experience.
• Develop and maintain technical documentation, standards, and support procedures.

Required Qualifications
Education: Bachelor's degree in Telecommunications, Computer Science, Information Technology, or a related field, or equivalent professional experience.
Experience: Minimum of 3 years of experience working with enterprise telecommunications and contact center technologies, alongside at least 2 years of experience working in a fast-paced Agile environment.
Technical Skills: Hands-on experience engineering and supporting RingCentral and NICE CXone platforms. Proven proficiency in configuring and troubleshooting contact center capabilities, including call routing, queues, skills, agents, and related telephony services.
Preferred Qualifications

• Experience developing and supporting Interactive Voice Response (IVR) solutions and utilizing NICE CXone Studio scripting.
• Familiarity leveraging AWS cloud services to design, integrate, and optimize Contact Center technology platforms.
• Experience with SIP, VoIP, call routing, and enterprise voice technologies within large-scale environments.
• Experience with CYARA or other automated IVR testing tools, Git, GitHub, and Salesforce contact center integrations.
• Professional background within the insurance or financial services industries.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
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