Remote Telecom Engineer — Cloud Contact Center

Henry Schein One, LLC; United States; On-site; USD 73,000 - 95,000; Full time

Benefits offered by this job

Health coverage

Retirement plan with company match

Paid time off

Parental leave

Wellbeing resources

Education support

Job summary

Henry Schein One seeks a Telecom Engineer to power our cloud voice platforms, including NICE CXone and RingCentral. You will handle Tier 1 support, provisioning, and initial triage while collaborating with senior engineers to ensure reliability and performance.

This remote role within the United States offers opportunities to design call flows, improve telecommunication workflows, and contribute to operational excellence across the organization.

Qualifications

• 3+ years of experience in IT or telecom support.
• Hands-on experience with NICE CXone and RingCentral platforms.
• Familiarity with IVRs, call routing, user provisioning, and basic telecom workflows.
• Exposure to scripting or workflow tools (CXone Studio preferred).
• Ability to adapt quickly to changing priorities while maintaining high levels of service and support.
• Demonstrate ownership and accountability by driving issues through resolution and following up with vendors and stakeholders.
• Excellent communication and interpersonal skills.
• Excellent troubleshooting and analytical skills and attention to detail.

Responsibilities

• Provide Tier 1 support for RingCentral and NICE CXone environments, resolving issues related to user access, call quality, device configuration, routing errors, IVR functionality, and other telecom-related incidents
• Provision and manage user accounts, roles, and system configurations while monitoring platform health, system alerts, queue performance, and routing behavior
• Perform initial incident triage and troubleshooting using telecom diagnostic tools and dashboards, documenting findings and escalating complex issues to Tier 2/3 engineering teams with complete case details
• Assist with the development, modification, testing, validation, and documentation of call flows within NICE CXone Studio and RingCentral administration platforms
• Maintain accurate change records, version control, support documentation, FAQs, troubleshooting guides, and knowledge base content to support ongoing operational excellence
• Partner with senior telecom engineers during system implementations, major deployments, and high-volume support periods to ensure service stability and performance
• Collaborate with business stakeholders to understand operational requirements, align telecom configurations with business needs, and communicate technical concepts effectively to non-technical users

Skills

3+ years IT/telecom support

NICE CXone

RingCentral

IVR / call routing

Scripting / CXone Studio

Ownership & accountability

Communication & collaboration

Troubleshooting

Education

Associate's Degree in Information Technology or related field

Tools

Amazon Connect

Salesforce Service Cloud Voice

Salesforce Omni-Channel Routing

CTI integrations

Agentforce Voice

Job description

Henry Schein One seeks a Telecom Engineer to power our cloud voice platforms, including NICE CXone and RingCentral. You will handle Tier 1 support, provisioning, and initial triage while collaborating with senior engineers to ensure reliability and performance.

This remote role within the United States offers opportunities to design call flows, improve telecommunication workflows, and contribute to operational excellence across the organization.