Telecom Engineer
New
J
JobgetherTelecommunications
Remote work flexibility: Full-time remote opportunity within the United States.Full-TimeMiddle
SalaryCompetitive annual salary: $73,000–$95,000, depending on experience, technical skills, geographic location, and internal compensation considerations. Performance-based incentives: Eligibility for an additional annual bonus target, not included in the stated salary range.
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Job Details
- Experience
- At least three years of professional experience in IT support, telecommunications support, telecom administration, or a related technical discipline.
- Required Skills
- AWSJavascriptAzure
Requirements
- 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 RingCentral.
- Practical knowledge of IVR systems, call routing, user provisioning, device configuration, and telecommunications workflows.
- Strong troubleshooting skills, including analyzing Call Detail Records across call legs and investigating SIP traces, SIP ladder diagrams, and packet captures with tools such as Wireshark.
- Ability to identify and isolate telecom issues across carrier, network, CCaaS, and integration environments.
- Knowledge of telecom monitoring, logging, incident management, root-cause analysis, and vendor escalation.
- Understanding of SIP, VoIP, CCaaS, Session Border Controllers, telecommunications carriers, and network troubleshooting.
- Familiarity with APIs, system integrations, automation tools, and basic scripting or formats such as XML, JavaScript, and Snippet.
- Intermediate knowledge of AWS or Azure, identity management, and security concepts.
- An associate degree in Information Technology or a related field is preferred; RingCentral or NICE CXone training or certifications are an asset.
Responsibilities
- Provide Tier 1 technical support for RingCentral and NICE CXone, resolving access, call quality, device, routing, and IVR issues.
- Provision and manage user accounts, roles, permissions, and system configurations.
- Monitor platform performance, system alerts, contact center queues, and call routing behavior.
- Troubleshoot voice and connectivity issues, document findings, and escalate complex incidents to Tier 2 and Tier 3 teams.
- Develop, modify, test, validate, and document call flows using NICE CXone Studio and RingCentral administration tools.
- Support call routing configurations, IVR workflows, user provisioning, and contact center operations.
- Maintain technical documentation, change records, version histories, troubleshooting guides, FAQs, and knowledge base resources.
- Collaborate with senior telecom engineers on implementations, deployments, upgrades, and support demand.
- Work with business stakeholders to align telecom configurations with operational requirements.
- Contribute to improvements in system reliability, operational efficiency, service quality, and user experience.
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