Telecom Systems Engineer

12 hours ago


New York, New York, United States Apex Systems, Inc. Full time
Job Summary

We are seeking a highly skilled Telecom Engineer to support and maintain all aspects of our clients' multimedia contact center infrastructure. The ideal candidate will have extensive experience with Avaya-based contact centers and cloud migration using NICE inContact CXone.

Key Responsibilities
  • Call Flow and Script Development: Develop and maintain complex call flows and scripts using Studio1.
  • Documentation and Diagrams: Understand and work with existing documentation and call flow diagrams.
  • System Administration: Handle administrative tasks such as adding users and changing security settings.
  • Integration and Data Handling: Utilize SQL for interfacing with CRM data and managing ASR grammar file imports. Experience with Web API for CRM system integration is beneficial.
  • Support and Maintenance: Provide ongoing support and maintenance for the contact center architecture, including disaster recovery procedures and capacity planning.
  • Migration Support: Assist in migrating our contact center environment to NICE inContact and support the new system moving forward.
Requirements
  • Experience with CXone and Studio1: Proven track record in building and maintaining call flows and scripts.
  • Technical Skills: Proficiency in SQL and Web API integration. Experience with PBX, VoIP, SIP, and contact center design and support.
  • Remote Work Capability: Comfortable working remotely with flexible hours, including occasional work outside of normal hours during busy seasons.
  • Collaboration and Mentorship: Ability to maintain relationships with service providers, vendors, and internal teams. Experience in mentoring telecommunications staff is a plus.
About Apex Systems

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.


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