Telecom Engineer II

Qualifications
- Bachelor’s in Computer Information Systems, Telecommunications, or related field
- 5+ years of relevant experience
- Preferred certifications: NICE CXOne, CCNA-Collaboration
- Strong communication and ability to work under pressure

Technical Skills
- Expert in NICE CXOne and complex telecom environments
- Experience with PBX, gateways, voicemail, call recording, WAN/LAN, VoIP/SIP, TCP/IP, routers, SBCs, switches, firewalls, DNS, DHCP, Citrix
- Strong scripting, troubleshooting, documentation, and leadership

Responsibilities
- Lead design and implementation of contact center infrastructure (40%)
- Evaluate and propose tech/process improvements (25%)
- Maintain expert-level system integration knowledge (20%)
- Provide 24/7 support for telecom infrastructure (10%)
- Perform additional duties as needed (5%)

Additional Details
- Support NICE CXOne scripting and Cisco migration
- Handle system patching, upgrades, and break/fix tasks
- Vendor interaction for improvements and resolution
- On-call support required via company-issued smartphone