Senior Telephony Engineer - 2345768

Location: Remote/ candidates have to live in EST or CST

We are seeking a skilled Senior Telephony Engineer with expertise in ACS administration, SIP Engineering, and working with Nice InContact required. An ideal candidate will have 10+ years of experience and understand both on-prem legacy telephony as well as newer UCaaS solutions as the business has migrated to a new platform. Extensive IVR experience is a must!

This position initially offers a contract role. The successful candidate will work closely with other team members and collaborate with various administrative departments such as Sys Ops, Service Desk, and Network Engineering.

This is a remote position and candidates have to live in Easter or Central time zone.

Key Responsibilities:.

• Develop and configure NICE InContact/CXONE solutions to meet business requirements.
• Design and implement contact center workflows, IVR scripts, and call routing strategies.
• Serve as the subject matter expert (SME) to train and support front-line teams on ACD usage, including Service Desk and the GCC.
• Ensure the day-to-day operation, reliability, and integrity of the enterprise telephony platforms.
• Act as the first point of contact for ACD and telephony troubleshooting.
• Troubleshoot international call routing issues.
• Provision and maintain voice-related services, such as SIP lines, SIP trunks, and Hosted services.
• Participate in a 24/7 on-call rotation to address any telephony-related emergencies or issues.
• Administer the ticketing tool and manage tickets efficiently.
• ACD Administration and configuration, routing, and design
• Handle JIRA intake and support production applications as part of the operations team.

Requirements:

• Proven experience with NICE InContact/CXONE platform development and configuration.
• Extensive knowledge of ACD configuration, routing, and design.
• Experience in migrating to a different ACD platform.
• Understanding of domestic and international call routing.
• Ability to provision and maintain voice-related services, including SIP lines, SIP trunks, and Hosted services.
• Proficiency in analyzing SIP call flow and troubleshooting complicated call signaling using packet analyzers.
• Willingness to participate in a 24/7 on-call rotation to provide support.
• Good communication skills to effectively interact with team members and stakeholders.

Additional Expectations:

• Willingness to work night shifts and late hours as needed
• Availability for on-call support when required.