SCHEDULE: MON - FRI 8:00A - 5:00P

We are seeking a highly skilled and experienced Senior Telecommunications Engineer to provide expert-level engineering support, consultation, and development within our complex, multi-location, and multi-vendor telephony and contact center environments. This role is crucial for designing and implementing technical solutions that improve organizational effectiveness, anticipate business impacts, and ensure the reliability of our critical communications infrastructure.

ESSENTIAL QUALIFICATIONS & EXPERIENCE

• Education: Bachelor’s degree in Computer Information Systems, Telecommunications, or a related technical field, or an equivalent combination of education and a minimum of 5 years of related professional experience.
• Experience:
• Five or more years of experience in the support and development of solutions within complex telecommunications environments.
• Proven ability to lead and direct others on projects or initiatives.

ESSENTIAL TECHNICAL SKILLS (MUST-HAVES)

• NICE CXOne Expertise: Expert-level technical proficiency with NICE CXOne systems, including the design, implementation, and support of call flow scripts.
• Voice & Call Center Technologies: Deep experience with a wide range of voice and call center technologies, including PBX, ACD, gateways, voice networks, voicemail, call recording, and ancillary support systems.
• Networking & Protocols: In-depth knowledge of WAN/LAN technologies and VoIP/SIP call routing protocols.
• System Components: Working knowledge of TCP/IP routers, SBCs, servers, switches, firewalls, DNS, DHCP, and Citrix Desktop deployments.
• Problem-Solving: Proven ability to perform complex coordination and problem isolation.
• Scripting & Troubleshooting: Strong scripting and advanced troubleshooting skills specific to contact center technologies.
• Documentation & Communication: Strong documentation and communication abilities, both written and oral.

PREFERRED QUALIFICATIONS

Certifications: NICE CXOne or CCNA-Collaboration certification is preferred.

• Vendor Management: Ability to interact with vendors to identify new opportunities and drive resolution on technical issues.

LP

Job Types: Full-time, Contract, Temporary
Pay: $58.00 - $60.00 per hour
Expected hours: 40 per week

Application Question(s):

• Do you have expert level technical expertise of NICE CXOne systems and management of complex telecommunications environments and infrastructures?

Education:

• Bachelor’s (Preferred)

Experience:

• Telecommunication: 5 years (Preferred)
• Computer networking: 5 years (Preferred)
• Call center technology: 5 years (Preferred)

License/Certification:

• CCNA certification (Preferred)

Ability to Commute:

• Orlando, FL 32821 (Preferred)

Work Location: In perso

• Design & Implementation: Design, develop, document, and implement contact center telephony infrastructure and application projects on time and within budget.
• Strategic Collaboration: Work closely with internal teams, vendors, and external resources to evaluate, propose, and implement innovative new technologies, methodologies, and processes.
• Technical Consultation: Serve as a subject matter expert, providing advanced-level infrastructure support, testing, and troubleshooting for system patching, hardware/software upgrades, and break/fix activities.
• Operational Support: Analyze existing and proposed environments to identify areas for improvement, deliver recommendations, and consult on strategic migrations (e.g., from Cisco to NICE CXOne).
• Incident Response: Be accessible 24/7 via a company-issued smartphone to provide on-call support for the telecommunications infrastructure team and minimize the impact of incidents.