Telecom Engineer

IDR is seeking a dynamic and experienced Telecom Engineer to join one of our top clients in Brentwood, TN. This role offers an exciting opportunity to leverage your technical skills in a fast-paced, innovative environment. If you are looking for an opportunity to join a rapidly growing organization and work within a team-oriented culture, please apply today!
 

Position Overview/Responsibilities for the Telecom Engineer:
 

• Leverage Ring Central and CxOne UCaaS platforms to achieve business directives in a call center environment.

• Configure and maintain RingCentral call queues, IVRs, templates, call handling templates, and routing rules.

• Manage license assignments and phone number inventory.

• Optimize call flows and routing strategies for efficiency and compliance.

• Design, build, and maintain complex call flows in CXone Studio.

• Provide support for CXone modules including Workforce Management, Quality Management, Coaching, and Performance Management.

• Troubleshoot complex routing, system, and integration issues.

• Maintain and enhance Salesforce Health Cloud and Agent for Salesforce integrations.

• Support omnichannel experiences (SMS, chat, social media, etc.)

• Leverage APIs (REST), Postman, and automation tools to integrate with enterprise systems.

• Monitor, support, and enhance the security of current and future environments.

• Evaluate and automate the scaling and capacity requirements within environments.

• Troubleshoot and resolve environment performance issues, connectivity issues, security issues, etc.

• Provide escalated support to end users and service desk technicians.

• Implement new environments and technologies.

• Work with teams to integrate infrastructure components into processes and procedures.

• Additional duties as assigned.

• Ability to work with minimal supervision.

• Availability to work night and weekend hours on occasion as required.
   

Required Skills for Telecom Engineer:
 

• Bachelor's Degree in computer science, information technology or related field, or 2 or more years of equivalent experience.

• Experience in supporting, designing, and deploying solutions based on Ring Central and CxOne.

• Knowledge of the necessary APIs and languages necessary to interface the UCaaS to other enterprise systems.

• Experience in implementing, monitoring and maintaining UCaaS platforms, specifically Ring Central and CxOne.

• Strong knowledge of CXone Studio scripting and call routing logic.

• Experience in troubleshooting and resolving telephony technologies.

• Knowledge of DNS, DHCP, Kerberos and Windows Authentication.

• Knowledge of network protocols such as: DNS, SMTP, SNMP, SSH, SFTP, SIP, QoS, MOS.

• Knowledge of Network and TCP/IP routing/subnetting.

• Knowledge of Windows operating systems.

• Scripting experience in Python, JavaScript, or Node.js is a plus.

• Familiarity with authentication (SSO, Azure AD), MDM (Intune), and automation (Power Automate, Azure Functions) is a plus.
   

What’s in it for you?
 

• Competitive compensation package.

• Full Benefits; Medical, Vision, Dental, and more!

• Opportunity to get in with an industry leading organization.

• Close-knit and team-oriented culture.
   

Why IDR?
 

• 25+ Years of Proven Industry Experience in 4 major markets.

• Employee Stock Ownership Program.

• Medical, Dental, Vision, and Life Insurance.

• ClearlyRated's Best of Staffing® Client and Talent Award winner 11 years in a row.