Telecom Engineer

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Join a globalleaderredefiningdental practice management and do work thatactuallymatters.

At Henry Schein One,we are a team ofcarecatalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everythingwedo.

Yourideas fuel innovation that enhances patient care and drives real results for practices.

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Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We havehigh expectations for performance and delivering results; as part of awinningteam,you’llwork hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.

As a Telecom Engineer you help power the communication platforms that keep our business connected. You'll provide frontline support for NICE CXone, Ring Central, and next-generation cloud voice solutions, resolving technical issues, maintaining telecom workflows, and assisting with call flow design and implementation. Working closely with senior engineers and business stakeholders, you'll contribute to system enhancements, operational excellence, and continuous improvement while developing expertise in modern cloud contact center and telecom technologies and making a direct impact on both employee and customer experiences through reliable, innovative communication solutions.

This position is remote within the United States with up to 10% travel as needed.

• Provide Tier 1 support for Ring Central and NICE CXone environments, resolving issues related to user access, call quality, device configuration, routing errors, IVR functionality, and other telecom-related incidents
• Provision and manage user accounts, roles, and system configurations while monitoring platform health, system alerts, queue performance, and routing behavior
• Perform initial incident triage and troubleshooting using telecom diagnostic tools and dashboards, documenting findings and escalating complex issues to Tier 2/3 engineering teams with complete case details
• Assist with the development, modification, testing, validation, and documentation of call flows within NICE CXone Studio and Ring Central administration platforms
• Maintain accurate change records, version control, support documentation, FAQs, troubleshooting guides, and knowledge base content to support ongoing operational excellence
• Partner with senior telecom engineers during system implementations, major deployments, and high-volume support periods to ensure service stability and performance
• Collaborate with business stakeholders to understand operational requirements, align telecom configurations with business needs, and communicate technical concepts effectively to non-technical users

• 3+ years of experience in IT or telecom support roles
• Hands‑on experience with NICE CXone and Ring Central platforms
• Familiarity with IVRs, call routing, user provisioning, and basic telecom workflows
• Exposure to scripting or workflow tools (CXone Studio preferred
• Ability to adapt quickly to changing priorities while maintaining high levels of service and support
• Demonstrate ownership and accountability by driving issues through resolution and following up with vendors and stakeholders
• Excellent communication and interpersonal skills
• Excellent troubleshooting and analytical skills and attention to detail

• Associate’s Degree in Information Technology or a related field
• Training or certifications on Ring Central or NICE CXOne
• Basic scripting knowledge (e.g., XML,…