Position Summary

Reporting to the Senior Manager, IT, the Telecom Engineer II plays a key role in designing, implementing, and maintaining the organization’s telecommunications systems. This role is responsible for supporting our Contact Center and Unified Communications systems, with a focus on UCaaS and CCaaS technologies such as NICE inContact, Verizon Mobile, OneTalk, and Microsoft Teams. The Telecom Engineer partners closely with IT colleagues, business leaders, and cross-functional stakeholders to translate organizational needs into effective technical solutions. This includes collecting, analyzing, and documenting business requirements, recommending enhancements, and serving as a liaison between developers and Business Operations. In addition, this individual will contribute to planning and implementation of proposed recommendations and system improvements.

What You Will Do:

• Serve as the primary link between IT and Business Operations, gathering requirements, developing solutions, and defining related business processes.• Support system administration and drive improvements to telecom services by identifying and implementing process and technology enhancements to improve the user experience and increase automation.• Design, implement, and support call flows that integrate seamlessly with third-party platforms (Salesforce CRM, call branding vendors, Workforce Management, Quality Management, NLP, ASR, and other cloud integrations).• Develop clear technical documentation, including architecture diagrams and emerging technology evaluations.• Lead and manage multiple telecom projects, ensuring vendor partners deliver solutions that align with business goals and timelines.• Collaborate with Salesforce and other system support teams to ensure smooth and reliable third-party integrations.• Provide exceptional customer service to stakeholders, including high-level support during critical issues.• Perform other duties and special projects as required

What You Will Bring:

• 5+ years of experience designing, configuring, implementing, and supporting Contact Centers (NICE inContact, Genesys, Five9, Verint, or equivalent), preferably in multi-tenant environments.• Deep expertise in NICE inContact infrastructure, architecture, and Studio application.• Strong understanding of VoIP, SIP protocols, Workforce Management, Quality Management, and voice network protocols.• Proven experience with CTI integration (APIs, CTI screen-pop, CXone, IVR database troubleshooting).• Knowledge of advanced communication technologies a big plus (e.g. sentiment analysis, TTS/STT, and AI agent assist tools).• Proficiency with Office 365, Microsoft Teams, and Intune MDM administration, with knowledge of audio codecs (G.711, G.729), and E.164.• Strong project management, communication, and problem-solving skills.

Preferred Qualifications:• Programming/scripting experience (SQL, MSSQL) highly desired.• Networking experience such as switching, routing, DNS, Meraki firewalls, proxy servers, QoS preferred.

You'll Benefit From:

At Careforth your well-being matters. With flexible schedules, a remote-first culture, and a nationally recognized wellness program, our benefits are designed to help you thrive, both professionally and personally. Discover how we invest in you: https://careforth.com/careers/#benefits

#LI - Remote (exceptions NYC, CA, and CO)

The pay range for this position is $80,000 - $125,000 The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and geographic location.