Who You Are
You are a motivated telecommunications engineering professional with deep expertise in RingCentral and NICE CXone to design, integrate, and support mission‑critical voice and contact center solutions. This role requires a highly technical, hands‑on engineer who is comfortable working across telecom platforms, APIs, IVR design, and CRM integrations, with a strong focus on reliability, scalability, and customer experience. The ideal candidate has proven experience building and supporting complex RingCentral, NICE CXone, and Salesforce integrations, and advanced proficiency in JavaScript‑based IVR development.
What You'll Do
- Serve as a subject‑matter expert for RingCentral and NICE CXone, including platform architecture, call routing, and advanced feature configuration.
- Design, build, and maintain API integrations between RingCentral, NICE CXone, and Salesforce, including:
- Custom REST/API development
- SOQL‑based data access and automation
- Event‑driven and real‑time integration patterns
- Design, implement, and enhance IVR solutions, including:
- Net‑new IVR builds
- Enhancements to existing IVRs
- Advanced JavaScript‑based scripting within NICE CXone Studio/Designer
- Continuously optimize IVR and call flows to improve:
- Call containment
- Self‑service adoption
- Customer experience and operational efficiency
- Troubleshoot and resolve complex issues spanning telecom platforms, contact center systems, CRM integrations, and customer journeys.
- Partner closely with:
- Business stakeholders
- Salesforce administrators and developers
- Application, infrastructure, and operations teams
- Lead platform enhancements, upgrades, and migrations, ensuring minimal service disruption.
- Produce and maintain technical documentation, architecture diagrams, and operational runbooks.
- Provide technical guidance and mentorship to junior engineers and service desk teams as needed.
What You'll Need
Required
- Proven, hands‑on experience with:
- RingCentral APIs
- NICE CXone APIs and IVR development (Studio/Designer)
- Salesforce integrations, including strong SOQL expertise
- Advanced experience designing and supporting IVRs, including:
- New IVR implementations
- Enhancements to existing call flows
- Call flow optimization and analytics‑driven improvements
- Strong working knowledge of JavaScript for IVR scripting and business logic.
- Solid understanding of:
- Call routing strategies
- Contact center and customer experience best practices
- Experience operating in enterprise or high‑availability environments.
- Strong troubleshooting, analytical, and problem‑solving skills.
- Ability to operate independently and own solutions end‑to‑end.
- Travel requirement: Within the first 6 months of employment, all employees will travel to attend the BHG All Oars Experience. Following this event, ongoing travel is minimal—approximately 5% annually—for team on-sites, meetings, and cross-functional collaboration.
- Work Authorization: This role is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.