Sr. Telecom Engineer

Job Title: Sr. Telecom Engineer

Location: Trenton, NJ - hybrid onsite 3 days a week

Salary: $90,000 to 120,000

**Not open to 3rd parties**

Overview:

We are seeking an experienced Senior Telecom Engineer to join our enterprise technology team supporting mission-critical contact center operations. This role will lead the engineering, administration, and optimization of cloud-based communication platforms and customer engagement technologies that support a fast-paced service environment. RingCentral or CX1 experience is required for the role and candidates without that experience will be rejected.

Key Responsibilities

• Manage and support enterprise contact center technologies with a focus on cloud communications platforms and omnichannel solutions.
• Diagnose and resolve complex telecom application issues, escalations, and production incidents.
• Monitor platform health, system performance, and service availability while proactively identifying opportunities for improvement.
• Coordinate with internal technology teams and third-party vendors to troubleshoot cross-functional system issues.
• Maintain operational stability through patching, upgrades, maintenance activities, and system optimization initiatives.
• Develop and maintain technical documentation, support procedures, and operational runbooks.
• Serve as the lead technical resource for contact center application initiatives and telecom-related projects.
• Translate business requirements into scalable telecom and customer engagement solutions.
• Design and configure IVR workflows, digital engagement channels, routing logic, and backend system integrations.
• Collaborate with development and infrastructure teams to implement API-based integrations between communication platforms and enterprise applications.
• Provide guidance on architecture, best practices, and platform capabilities to technical and business stakeholders.
• Lead testing and validation efforts associated with deployments, upgrades, enhancements, and production fixes.

Skills Needed

• Experience in information technology or telecom engineering roles.
• 5 years supporting enterprise contact center or unified communications platforms.
• Hands-on experience with cloud contact center technologies, including NICE CXone or similar solutions.
• Strong background in telecom systems architecture within customer service or contact center environments.
• Experience designing workflows for voice, chat, email, and digital customer interaction channels.
• Familiarity with API integrations, backend system connectivity, and web-based technologies.
• Experience supporting Linux and Windows environments in enterprise settings.
• Strong troubleshooting, analytical, and problem-solving skills.

Preferred Technical Skills

• Experience with scripting or programming languages used in automation and integrations.
• Knowledge of database concepts, application support, and system interoperability.
• Understanding of security, performance tuning, and high-availability telecom environments.
• Exposure to cloud infrastructure and SaaS-based communication ecosystems.

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline preferred.

If interested in the role, please apply and send your most updated resume to Liam at Liam.Schmidt@oliverjames.com