Telecom Engineer

About the role

Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. 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.

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

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

Requirements

• 3+ years of experience in IT or telecom support roles
• 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

Qualifications

• Associate’s Degree in Information Technology or a related field
• Training or certifications on RingCentral or NICE CXOne
• Basic scripting knowledge (e.g., XML, JavaScript, Snippet)
• Proficient in SIP ladder analysis and troubleshooting
• 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

Pay

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.

Benefits

• Health coverage
• Retirement savings with company match
• Paid time off
• Parental leave
• Wellbeing resources
• Education support