Telecom Engineer II

Job Title: Senior Contact Center Solutions Engineer (NICE CXOne)

Role Overview
We are seeking a high-level Senior Contact Center Solutions Engineer to design, implement, and optimize a complex, multi-national telephony infrastructure. In this role, you will be the technical authority for our cloud-based contact center environment, with a primary focus on the NICE CXOne ecosystem. You will lead the design of sophisticated call flow scripts, manage interoperability between voice networks and security protocols, and consult on large-scale migrations from legacy systems to modern cloud architectures. This is a mission-critical role requiring an expert who can navigate the intersection of VoIP/SIP routing, network security, and high-volume contact center operations.

Key Responsibilities
Solutions Architecture (40%): Lead the design, development, and implementation of contact center telephony projects. Evaluate innovative technologies and propose methodologies to improve organizational effectiveness across a multi-vendor infrastructure.
Technical Innovation (25%): Partner with IT peers and external experts to develop and propose improvements in scripting efficiency and system integration to drive performance.
System Stewardship (20%): Maintain an expert-level understanding of the telecommunications and data system ecosystem. Anticipate business and customer impacts resulting from cross-system and cross-process changes.
Infrastructure Support (10%): Provide advanced-level support for system patching, hardening, hardware/software upgrades, and break/fix activities. Provide 24/7 on-call support as needed for mission-critical events.
Operational Optimization: Analyze existing environments to identify deficiencies and deliver recommendations for optimization, particularly during migrations from on-premise hardware to cloud-native platforms.

Qualifications & Requirements
Education: Bachelor's degree in Computer Information Systems, Telecommunications, or a related technical field.
Technical Mastery (Must-Haves):
oExpertise in NICE CXOne: Proven ability to manage complex infrastructures and design/support call flow scripts within the CXOne ecosystem.
oVoice Technology Breadth: Deep experience with PBX, gateways, ACD, voicemail, and call recording systems.
oNetwork Fundamentals: Solid knowledge of WAN/LAN, TCP/IP, SBCs, firewalls, DNS, DHCP, and Citrix deployments.
oProtocol Proficiency: Expert understanding of VoIP and SIP call routing technologies.
Experience: 5+ years in the support and development of solutions within complex, multi-location telecommunications environments.
Certifications (Preferred): NICE CXOne certification or CCNA-Collaboration.
Soft Skills: Exceptional oral/written communication skills and the ability to perform complex problem isolation under high-pressure scenarios.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
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For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AllSTEM Connections participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

(none specified)

AllSTEM Representative Contact Info

Account Executive:

Nichols

Branch Phone:



Location:

Ontario, CA