Senior Telecom Engineer
New
RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- JavascriptSalesforceRESTful APIs
Requirements
- Proven, hands-on experience with RingCentral APIs
- Proven, hands-on experience with NICE CXone APIs and IVR development (Studio/Designer)
- Strong Salesforce integrations expertise, including SOQL
- Advanced experience designing and supporting IVRs, including new implementations, call flow enhancements, and optimization
- Strong working knowledge of JavaScript for IVR scripting and business logic
- Solid understanding of call routing strategies
- Knowledge of contact center and customer experience best practices
- Experience operating in enterprise or high-availability environments
- Strong troubleshooting, analytical, and problem-solving skills
- Ability to operate independently and own solutions end-to-end
Responsibilities
- Serve as a subject-matter expert for RingCentral and NICE CXone, including platform architecture, call routing, and advanced feature configuration.
- Design, build, and maintain API integrations between RingCentral, NICE CXone, and Salesforce, including custom REST/API development, SOQL-based data access, and event-driven patterns.
- Design, implement, and enhance IVR solutions, including net-new builds and advanced JavaScript-based scripting within NICE CXone Studio/Designer.
- Optimize IVR and call flows to improve call containment, self-service adoption, and customer experience.
- Troubleshoot and resolve complex issues spanning telecom platforms, contact center systems, and CRM integrations.
- Partner closely with business stakeholders, Salesforce administrators, and infrastructure teams.
- Lead platform enhancements, upgrades, and migrations.
- Produce and maintain technical documentation, architecture diagrams, and operational runbooks.
- Provide technical guidance and mentorship to junior engineers and service desk teams.
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