Telecom Engineer

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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.

IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws.

To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here.

Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications.

If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-in.com

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