Senior Telecom Engineer - Contact Center and Voice Platforms in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Telecom Engineer - Contact Center and Voice Platforms in the United States.

This role is a highly technical, hands-on engineering position focused on designing, integrating, and optimizing enterprise-grade voice and contact center platforms. The Senior Telecom Engineer will play a critical role in ensuring reliable, scalable, and high-performing customer communication systems across multiple platforms, including cloud contact center and CRM ecosystems. You will work at the intersection of telecom infrastructure, API development, and customer experience engineering, building and supporting complex integrations that directly impact service quality and operational efficiency. The role involves deep collaboration with business stakeholders, developers, and infrastructure teams to deliver seamless call flows and system integrations. A strong focus is placed on IVR optimization, automation, and system reliability in high-availability environments. This is an ideal opportunity for a technically strong engineer who thrives in complex environments and enjoys solving mission-critical communication challenges.

• Serve as a subject matter expert for enterprise voice and contact center platforms, including RingCentral and NICE CXone, with responsibility for architecture, configuration, and optimization.
• Design, develop, and maintain API-based integrations between contact center platforms and Salesforce, including REST APIs, SOQL queries, and event-driven architectures.
• Build, enhance, and optimize IVR systems, including JavaScript-based scripting within NICE CXone Studio/Designer and development of new call flows.
• Continuously improve call routing, self-service capabilities, and customer experience through data-driven analysis and system enhancements.
• Troubleshoot and resolve complex technical issues across telecom systems, contact center platforms, and CRM integrations.
• Lead platform upgrades, enhancements, and migrations while ensuring minimal disruption to business operations.
• Collaborate closely with engineering, infrastructure, Salesforce, and business teams to ensure seamless integration and performance.
• Produce and maintain technical documentation, architecture diagrams, and operational runbooks to support system reliability and scalability.
• Provide mentorship and technical guidance to junior engineers and support teams as needed.

• Strong hands-on experience with RingCentral APIs and NICE CXone platform, including IVR development and configuration.
• Proven expertise in Salesforce integrations, including SOQL, REST APIs, and real-time or event-driven data flows.
• Advanced experience designing, building, and optimizing IVR systems and complex call flows in enterprise environments.
• Strong proficiency in JavaScript for IVR scripting, business logic, and automation within contact center platforms.
• Solid understanding of call routing strategies, contact center operations, and customer experience best practices.
• Experience working in high-availability or enterprise-scale telecom or contact center environments.
• Strong analytical, debugging, and problem-solving skills with the ability to own solutions end-to-end.
• Ability to work independently while collaborating effectively across technical and business teams.

• Competitive compensation package with comprehensive benefits (medical, dental, vision, and prescription coverage).
• Generous paid time off, vacation policies, and monthly wellness Fridays.
• 401(k) retirement plan with employer contributions.
• Company-sponsored training, certifications, and professional development opportunities.
• Performance-based recognition programs and quarterly awards with bonus opportunities.
• Volunteer and community engagement initiatives through corporate social responsibility programs.
• Collaborative, team-oriented culture focused on growth, ownership, and continuous improvement.
• Exposure to advanced contact center technologies and large-scale enterprise communication systems.