RingCentral Engineer

Brandon J. Broderick•Hackensack, NJ

27d

About The Position

Brandon J. Broderick is a prestigious and forward-thinking law firm committed to delivering exceptional legal services. With a blend of tradition and innovation, we are dedicated to staying at the forefront of legal practice and technology. We care deeply about our clients and our employees and are committed to ensuring a supportive and inclusive environment where every team member can thrive and contribute to our collective success. Overview: We are seeking an expert-level RingCentral Communications Engineer to own and advance our unified communications and contact center platform. This is a hands-on engineering role, not a help desk or basic admin position. The ideal candidate brings deep, production-proven expertise in RingCentral EX, RingCentral CX1 (formerly NICE CXone), and RingCentral Studio, and is ready to deliver results from day one with zero ramp-up on core platform capabilities. The role is heavily slanted toward building, enhancing, and integrating — not routine administration. You will architect and implement CX1 contact flows, build and maintain Studio scripts, and design the integration layer between RingCentral and Salesforce/Litify to deliver a seamless experience for agents, attorneys, and support staff across multiple practice areas. This role requires a working expert in RingCentral. There is no learning curve budget for core platform skills. Candidates who are “familiar with” or “have exposure to” RingCentral need not apply.

Requirements

Expert-level RingCentral CX1 experience — demonstrated ability to independently design, deploy, and optimize CX1 contact center environments in production, including ACD routing, skills-based distribution, workforce management integration, and real-time/historical reporting.
Expert-level RingCentral Studio proficiency — fluency in writing and editing Studio scripts for complex call flows, IVR logic, API integrations, database lookups, and conditional routing. Must be able to read, debug, and extend existing scripts (~100 in current environment).
Strong RingCentral EX administration — experience managing multi-site EX deployments at scale (200+ users), including call flow design, auto-attendants, hunt groups, and telephony troubleshooting.
CTI / CRM integration experience — hands-on experience integrating RingCentral with Salesforce or similar CRM platforms via CTI adapters, APIs, webhooks, or middleware. Must understand screen pop architecture, call event handling, and activity logging patterns.
API and scripting proficiency — comfortable working with REST APIs, JSON payloads, OAuth authentication, and scripting languages (JavaScript, Python, or equivalent) in the context of telephony integrations.
Independent problem solver — able to troubleshoot complex call flow, routing, and integration issues end-to-end without escalation to vendor support for routine problems.
Communication skills — able to work effectively with non-technical stakeholders across departments and translate business requirements into technical implementations.

Nice To Haves

Salesforce / Litify experience — familiarity with Salesforce platform architecture (objects, flows, SOQL, APIs) and ideally direct experience with Litify, the legal-specific Salesforce application. Experience building or supporting CTI integrations within the Salesforce ecosystem is highly valued.
RingCentral certifications — any current RingCentral or NICE CXone certifications are a plus but not required if depth of hands-on experience is demonstrable.
Call/text archiving experience — experience implementing or managing telephony archiving, compliance recording, or retention solutions.
Multi-site telephony architecture — experience designing communications infrastructure across multiple offices with centralized management.

Responsibilities

Design, build, and optimize CX1 contact flows, IVR trees, ACD routing, skills-based distribution, and agent workspace configurations for multiple departments including Intake, Pre-Litigation, Litigation, and Medical Records.
Expand CX1 from its current footprint (~50 agents) to additional departments, beginning with Litigation and Medical Records, including full buildout of queues, skills, dispositions, and reporting.
Develop, maintain, and troubleshoot Studio scripts/flows for inbound and outbound call handling, callback logic, after-hours routing, holiday schedules, and escalation paths.
Maximize CX1 platform utilization — identify underused capabilities and implement features that improve agent efficiency, caller experience, and management visibility.
Manage and enhance the EX environment (~250 seats across 10 offices), including call routing, auto-attendants, hunt groups, call queues, and user provisioning.
Architect and implement changes to the EX call flow topology as new offices open or organizational structures evolve.
Troubleshoot call quality, network, and configuration issues across office and remote environments.
Design and build the integration layer between RingCentral (EX and CX1) and Salesforce/Litify, including: Screen pops on inbound calls surfacing Matter, Intake, and Contact data to agents in real time. Automatic call and activity logging to Matter records in Litify. Click-to-dial functionality from Matter, Contact, and Insurance records. IVR routing logic informed by Matter status, case type, or practice area data from Salesforce. Voicemail transcription with automatic delivery into Litify Matter records. SMS/text message logging and archival tied to Matter records. Real-time and historical reporting dashboards integrating CX1 agent/queue data with Salesforce reports.
Own the ongoing maintenance, enhancement, and troubleshooting of all RingCentral-to-Litify integration points.
Participate in phone call and text message archiving initiatives to ensure regulatory and firm compliance requirements are met, working alongside IT leadership to implement retention and retrieval solutions.
Work directly with stakeholders in Intake, Pre-Litigation, Litigation, Medical Records, and firm leadership to gather requirements, translate business needs into technical solutions, and deliver against project timelines.
Communicate technical concepts clearly to non-technical stakeholders and provide training/documentation as needed.