Telecom Engineer

Henry Schein One; United States; Remote; USD 73,000 - 95,000; Full time

Benefits offered by this job

Health coverage

Retirement with company match

Paid time off

Parental leave

Job summary

Henry Schein One is seeking a Telecom Engineer to power cloud contact centers across the United States. You will provide frontline support for NICE CXone, RingCentral, and related telecom platforms while collaborating with senior engineers and business stakeholders to drive reliability and performance.

The role emphasizes incident triage, call-flow design, and documentation, enabling operational excellence and improved employee and customer experiences through robust telecom solutions.

Qualifications

• 3+ years of IT or telecom support experience.
• Hands-on with NICE CXone and RingCentral platforms.
• Experience with IVRs, call routing and provisioning.
• Ability to analyze SIP traces and perform root-cause analysis.
• Familiarity with API integrations and automation basics.

Responsibilities

• Provide Tier 1 support for RingCentral and NICE CXone environments.
• Provision and manage user accounts, roles, and configurations.
• Triaging incidents and escalating to Tier 2/3 with details.
• Develop and document call flows in CXone Studio and RingCentral.
• Maintain change records, knowledge base content, and docs.

Skills

NICE CXone

RingCentral

IVR workflows

SIP tracing

Wireshark analysis

Troubleshooting

Networking basics

Education

Associate’s Degree in Information Technology

Tools

CXone Studio

SIP tools

Wireshark

CCaaS platforms

AWS/Azure

SBCs

Job description

Shape what’s next in dental technology. Join Henry Schein One! Join a globalleaderredefiningdental practice managementand do work thatactuallymatters.At Henry Schein One,we are a team ofcarecatalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everythingwedo.Yourideas fuel innovation that enhances patient care and drivesreal resultsfor practices.

Wedon’tjust talk aboutimpact;we build it!Backed by a trusted reputation, ourleaders foster an inclusive and supportive environment where we staysolely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We havehigh expectationsfor performance and delivering results; as part of awinningteam,you’llwork hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your winscelebrated.

As a Telecom Engineer you help power the communication platforms that keep our business connected. You'll provide frontline support for NICE CXone, RingCentral, and next-generation cloud voice solutions, resolving technical issues, maintaining telecom workflows, and assisting with call flow design and implementation. Working closely with senior engineers and business stakeholders, you'll contribute to system enhancements, operational excellence, and continuous improvement while developing expertise in modern cloud contact center and telecom technologies and making a direct impact on both employee and customer experiences through reliable, innovative communication solutions.

This position is remote within the United States with up to 10% travel as needed.

This position is not eligible for employment-based visa sponsorship. To be considered, candidates must be authorized to work in the United States for Henry Schein One without the need for current or future employer sponsorship.

What You Will Do

• 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

What We Are Looking For

• 3+ years of experience in IT or telecom support roles
• Hands-on experience with NICE CXone and RingCentral platforms
• Experience with IVRs, call routing, user provisioning, and basic telecom workflows
• Exposure to scripting or workflow tools (CXone Studio preferred)
• Excellent troubleshooting and operations skills, including correlating CDRs across multiple call legs, SIP trace and Wireshark/packet capture analysis, isolating carrier vs. network vs. CCaaS vs. integration issues, monitoring, logging, and root-cause analysis, and managing vendors and escalations effectively
• 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
• Excellentanalytical skills and attention to detail

What Will Set You Apart

• Associate’s Degree in Information Technology or a related field
• Training or certifications on RingCentral or NICE CXone
• Hands on experience with SIP, VoIP, CCaaS, call routing, and troubleshooting, including SIP ladder analysis
• Advanced knowledge of networking, SBCs, carriers, and packet analysis
• Intermediate to advanced experience with APIs, integrations, and automation, including basic scripting (e.g., XML, JavaScript, Snippet)
• Intermediate knowledge of AWS/Azure, identity, and security
• Experience supporting and administering Amazon Connect and Salesforce Service Cloud Voice environments, including call routing, contact flows, user configuration, softphone troubleshooting, unified CRM-telephony operations, and cross-platform issue resolution
• Knowledge of Salesforce Omni-Channel Routing, Voice Call Objects, CTI integrations, and Agentforce Voice capabilities, including AI-powered voice automation that enhances contact center operations, real-time customer interactions, and agent productivity
• Experience with SQL/data analytics and Infrastructure as Code

The posted range for this position is$73,000 - $95,000, which is the expected starting salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.

What You’ll Gain as a #TeamSchein Member

A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.