Job Description

IDR is seeking a dynamic and experienced Telecom Engineer to join one of our top clients in Brentwood, TN . This role offers an exciting opportunity to leverage your technical skills in a fast-paced, innovative environment. If you are looking for an opportunity to join a rapidly growing organization and work within a team-oriented culture, please apply today!

Position Overview/Responsibilities for the Telecom Engineer:

• Leverage Ring Central and CxOne UCaaS platforms to achieve business directives in a call center environment.
• Configure and maintain RingCentral call queues, IVRs, templates, call handling templates, and routing rules.
• Manage license assignments and phone number inventory.
• Optimize call flows and routing strategies for efficiency and compliance.
• Design, build, and maintain complex call flows in CXone Studio.
• Provide support for CXone modules including Workforce Management, Quality Management, Coaching, and Performance Management.
• Troubleshoot complex routing, system, and integration issues.
• Maintain and enhance Salesforce Health Cloud and Agent for Salesforce integrations.
• Support omnichannel experiences (SMS, chat, social media, etc.)
• Leverage APIs (REST), Postman, and automation tools to integrate with enterprise systems.
• Monitor, support, and enhance the security of current and future environments.
• Evaluate and automate the scaling and capacity requirements within environments.
• Troubleshoot and resolve environment performance issues, connectivity issues, security issues, etc.
• Provide escalated support to end users and service desk technicians.
• Implement new environments and technologies.
• Work with teams to integrate infrastructure components into processes and procedures.
• Additional duties as assigned.
• Ability to work with minimal supervision.
• Availability to work night and weekend hours on occasion as required.

Required Skills for Telecom Engineer:

• Bachelor's Degree in computer science, information technology or related field, or 2 or more years of equivalent experience.
• Experience in supporting, designing, and deploying solutions based on Ring Central and CxOne.
• Knowledge of the necessary APIs and languages necessary to interface the UCaaS to other enterprise systems.
• Experience in implementing, monitoring and maintaining UCaaS platforms, specifically Ring Central and CxOne.
• Strong knowledge of CXone Studio scripting and call routing logic.
• Experience in troubleshooting and resolving telephony technologies.
• Knowledge of DNS, DHCP, Kerberos and Windows Authentication.
• Knowledge of network protocols such as: DNS, SMTP, SNMP, SSH, SFTP, SIP, QoS, MOS.
• Knowledge of Network and TCP/IP routing/subnetting.
• Knowledge of Windows operating systems.
• Scripting experience in Python, JavaScript, or Node.js is a plus.
• Familiarity with authentication (SSO, Azure AD), MDM (Intune), and automation (Power Automate, Azure Functions) is a plus.

What’s in it for you?

• Competitive compensation package.
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.
• Close-knit and team-oriented culture.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets.
• Employee Stock Ownership Program.
• Medical, Dental, Vision, and Life Insurance.
• ClearlyRated's Best of Staffing® Client and Talent Award winner 11 years in a row

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