IT Support Engineer - Contact Center Systems
REE Medical
•Remote
About The Position
The IT Support Engineer has experience supporting and administering contact center platforms. This role will serve as the primary technical resource for our customer support operations and play a key role in the implementation and ongoing optimization of RingCentral CX. This individual will be responsible for the configuration, performance, and reliability of contact center systems, bridging IT support and system administration to ensure a seamless experience for agents and customers.
Requirements
- 3–6+ years of experience supporting and administering contact center or telephony platforms
- Hands-on experience with platforms such as RingCentral, Five9, Genesys, NICE, or similar
- Strong understanding of ACD, IVR, call flows, queue management, and agent workflows
- Ability to analyze systems, troubleshoot complex issues, and implement sustainable solutions
- Experience working in high-volume, time-sensitive environments requiring independent decision-making
- Solid understanding of VoIP and networking fundamentals (latency, jitter, QoS)
- Strong communication skills with the ability to work across technical and non-technical teams
Nice To Haves
- Experience with RingCentral CX
- Experience supporting CCaaS or UCaaS platforms
- Experience with system implementations or migrations
- Familiarity with CRM and contact center integrations
Responsibilities
- Design, configure, and support contact center systems, including call routing, queue structures, and IVR workflows
- Administer and maintain RingCentral (EX and CX), including user management, system configuration, and optimization
- Analyze system performance, identify trends, and implement improvements to enhance call quality and operational efficiency
- Troubleshoot and resolve complex issues related to telephony, call flows, integrations, and end-user experience
- Serve as a key technical resource during incidents, exercising independent judgment to restore service and minimize disruption
- Partner with IT, operations, and vendors to implement and enhance contact center capabilities
- Contribute to the design, testing, and rollout of RingCentral CX
- Document system configurations, workflows, and standard operating procedures
Benefits
- Competitive salary: $80,000-$100,000 Salary Depending on Experience.
- Health, dental, and vision insurance with Company-sponsored Life Insurance
- Retirement savings plan with company match
- Vacation time off, sick time off, and holidays
- Ongoing training and development programs
- Opportunities for advancement within the company
- Flexible work schedules
- Remote first environment with companywide conferences annually
- Employee assistance program for personal and family well-being
- Employee discounts on products and services through Insperity
- Recognition programs for outstanding performance
- Company-sponsored social events and activities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
