Senior Systems Engineer

Under the direction of the Director of IT Operations, the successful candidate will be responsible for the administration, configuration, and optimization of the organization’s contact center telephony systems, endpoint management platform, and supporting security controls.

This role will serve as the primary technical owner of the RingCentral / NICE CX contact center environment, including queue configuration, call routing design, IVR management, and telephony troubleshooting. The position requires a strong hands-on technical background supporting cloud contact center platforms in a high-volume operational environment.

The ideal candidate will have experience supporting distributed teams, designing efficient call routing strategies, maintaining secure endpoint environments, and automating operational processes to improve efficiency and uptime.

Requirements

ESSENTIAL FUNCTIONS

·         Administer and maintain the RingCentral and NICE CX contact center platform, including call queues, IVR configuration, skills-based routing, agent groups, and queue management.

·         Design and optimize call routing logic and queue structures to maintain service level targets and ensure efficient call distribution across clinical teams.

·         Monitor and analyze contact center performance metrics and queue reporting to identify call flow issues, agent performance trends, and operational improvement opportunities.

·         Troubleshoot complex telephony and call routing issues including IVR logic failures, queue overflow problems, call quality issues, and agent connectivity issues.

·         Serve as the technical escalation point for contact center platform issues and coordinate with vendors such as RingCentral and NICE CX when required.

·         Support integrations between the contact center platform and internal systems.

·         Lead onboarding of new clients and implementation tasks such as configuration of phone routing, call queues, and application configuration required for new service launches.

·         Ensure endpoint devices are secured, patched, and maintained through Microsoft Intune configuration and endpoint security policies.

·         Detect and analyze risks or gaps in endpoint and identity processes and communicate remediation recommendations to the Director of IT Operations.

·         Develop operational automation using scripting tools such as PowerShell and Power Automate to reduce manual administrative work.

·         Review vulnerability and patching reports to remediate security issues and ensure systems remain compliant with internal security policies.

·         Support identity and access management processes using Microsoft Entra ID and the Microsoft 365 ecosystem.

·         Maintain documentation for telephony configuration, operational procedures, and troubleshooting workflows.

COMPETENCIES

·         Strong operational knowledge of RingCentral and NICE CX contact center platforms including queue management, IVR design, call routing, and reporting.

·         Excellent interpersonal skills while functioning in high-pressure operational situations such as contact center outages or call routing disruptions.

·         Experience supporting high-availability or call center environments where uptime and responsiveness are critical.

·         Knowledge and past work experience in M365, Intune, Entra ID, and Windows endpoint management.

·         Familiarity with modern ticketing systems and operational workflows.

·         Comfortable maintaining and contributing to wiki-based departmental documentation.

·         Experience troubleshooting VoIP, SIP, and cloud telephony systems.

·         Demonstrated experience with project planning and implementation.

·         Strong technical documentation experience including requirements definition, test plans, and operational procedures.

REQUIRED EDUCATION & EXPERIENCE

·         Bachelor's degree in computer science or a related field or equivalent experience.

·         At least 5 years of experience supporting enterprise IT infrastructure or cloud contact center platforms.

·         Direct hands-on experience administering RingCentral, NICE CX, or similar cloud contact center technologies strongly preferred.

·         Experience managing call queues, IVR routing, and contact center reporting.

·         Experience with Microsoft Intune, endpoint management, and cloud identity platforms.

·         Experience with scripting languages and automation tools such as PowerShell.