IT Support Engineer - Contact Center Systems
New
United StatesFull-TimeMiddle
Salary80000 - 100000 USD per year
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Job Details
- Experience
- 3–6+ years of experience
- Required Skills
- NetworkingCRM
Requirements
- 3–6+ years of experience supporting and administering contact center or telephony platforms
- Hands-on experience with platforms such as RingCentral, Five9, Genesys, NICE, or similar
- Strong understanding of ACD, IVR, call flows, queue management, and agent workflows
- Ability to analyze systems, troubleshoot complex issues, and implement sustainable solutions
- Experience working in high-volume, time-sensitive environments requiring independent decision-making
- Solid understanding of VoIP and networking fundamentals (latency, jitter, QoS)
- Strong communication skills with the ability to work across technical and non-technical teams
- Experience with RingCentral CX
- Experience supporting CCaaS or UCaaS platforms
- Experience with system implementations or migrations
- Familiarity with CRM and contact center integrations
Responsibilities
- Design, configure, and support contact center systems, including call routing, queue structures, and IVR workflows
- Administer and maintain RingCentral (EX and CX), including user management, system configuration, and optimization
- Analyze system performance, identify trends, and implement improvements to enhance call quality and operational efficiency
- Troubleshoot and resolve complex issues related to telephony, call flows, integrations, and end-user experience
- Serve as a key technical resource during incidents, exercising independent judgment to restore service and minimize disruption
- Partner with IT, operations, and vendors to implement and enhance contact center capabilities
- Contribute to the design, testing, and rollout of RingCentral CX
- Document system configurations, workflows, and standard operating procedures
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