Remote job
Telecom Engineer
Job details
About this role
Role overview
Design, develop, and support telecommunications and contact center systems across a complex, distributed environment. The role combines engineering and consultation with advanced operational support, covering voice and contact center services, integrations, upgrades, scripting, and incident response. It also contributes to improvements in customer contact channels and associated analytics and recording capabilities.
Responsibilities
- Design, document, and implement contact center telephony infrastructure, scripts, and application projects. - Evaluate existing and proposed systems, identify needed improvements, and assess effects across connected business and technology systems. - Provide advanced support for patching, hardening, upgrades, system changes, scripting, and equipment or application break-fix work. - Coordinate with engineers, analysts, vendors, and business teams to gather requirements and develop solutions. - Maintain interoperability with desktop, network, security, and compliance environments. - Develop additional contact center channels such as chat, SMS, and email, along with capabilities for analytics, gamification, and call recording. - Support incidents and changes outside standard hours as required, including on-call coverage.
Requirements
- Five or more years supporting and developing solutions in complex telecommunications environments. - Technical expertise with Cisco telecommunications systems and contact center infrastructure. - Knowledge of WAN/LAN, VoIP/SIP routing, TCP/IP, routers, session border controllers, servers, switches, firewalls, DNS, DHCP, and desktop deployments. - Experience designing and implementing scripts for the CXOne contact center platform using suitable scripting practices and languages. - Ability to troubleshoot, isolate problems, coordinate work, and support contractors on scripting projects. - Ability to document scripting logic in Visio and communicate technical changes and their wider impacts. - A relevant bachelor’s degree or equivalent experience.
Nice to have
- Experience with Neva.
Benefits and work setup
Travel may be required up to 5%, including domestic and international travel. The role requires a company-issued phone for on-call support. Benefits for eligible associates include health coverage, retirement plan matching, paid time off and holidays depending on position, and other wellness and protection programs.