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 Ring Central. 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.

• Provide Tier 1 technical support for Ring Central 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 Ring Central 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.
• Communicate technical issues, proposed solutions, and system updates clearly to both technical and non-technical stakeholders.
• Contribute to continuous improvement initiatives focused on system reliability, operational efficiency, service quality, and user experience.

• At least three years of professional experience in IT support, telecommunications support, telecom administration, or a related technical discipline.
• Hands‑on experience administering and supporting NICE CXone and Ring Central platforms.
• Practical knowledge of IVR systems, call routing, user provisioning, device configuration, and standard telecommunications workflows.
• Familiarity with scripting and workflow development tools, with experience using NICE CXone Studio considered an advantage.
• Strong technical troubleshooting skills, including the ability to analyze Call Detail Records (CDRs) across multiple call legs and investigate SIP traces, SIP ladder diagrams, and packet captures using tools such as Wireshark.
• Ability to identify and isolate the root causes of telecommunications issues across carrier, network, Contact Center as a Service (CCaaS), and…