Telephony Engineer

Morgan & Morgan•Orlando, FL

2d•Onsite

About The Position

The Telephony Engineer is an individual contributor responsible for operating and extending Morgan & Morgan’s NICE CXone contact center environment. The role configures and maintains contact center capabilities, develops Studio scripts, manages phone numbers and their reputation, and builds integrations between CXone and Salesforce and other enterprise systems. It also implements AI capabilities, takes over user provisioning from the WFM team, monitors platform health, and coordinates with NICE support and carriers to resolve incidents. The position works fully on-site in the Longwood, Florida office. It collaborates with IT, Security, and business stakeholders on projects, migrations, feature rollouts, and evaluation of new CXone releases.

Requirements

At least 3 years of hands-on experience administering or engineering contact center telephony platforms.
At least 2 years of hands-on NICE CXone experience, including ACD, queue, skill, and campaign configuration, Studio, and reporting.
Proficiency building and debugging CXone Studio scripts.
Hands-on experience with REST APIs and webhooks to connect CXone to third-party systems, including testing with tools such as Postman.
Experience implementing or supporting a contact center AI integration, such as a virtual agent, chatbot, or AI service connected through CXone Studio or APIs.
Working knowledge of VoIP and SIP fundamentals sufficient to troubleshoot issues such as one-way audio, dropped calls, and routing failures.
Experience with DID and toll-free management, number porting, and call routing.
Strong documentation skills, including the ability to produce clear runbooks and call-flow diagrams.
Strong analytical and problem-solving skills and a systematic approach to root-cause analysis.
Ability to work fully on-site in the Longwood, Florida office.

Responsibilities

Configure and maintain CXone, including queues, skills, campaigns, ACD routing, digital channels, and agent desktop settings.
Build, test, and debug CXone Studio scripts for IVR, routing, and digital flows; keep scripts modular, documented, and tested before production.
Build and maintain integrations using CXone APIs, webhooks, and Studio REST actions to connect CXone with Salesforce and other CRM systems, workforce management tools, and SSO/SAML providers.
Implement and support CXone AI capabilities, including virtual agents and bot and API integrations; pilot AI use cases and help transition successful ones into production.
Order, port, configure, and route DIDs and toll-free numbers, and retire unneeded numbers.
Monitor outbound numbers for spam-likely and scam labels and remediate issues with carrier analytics vendors and the Free Caller Registry.
Manage STIR/SHAKEN attestation, branded calling, and CNAM in coordination with NICE and carriers.
Monitor platform health, troubleshoot call-quality and routing issues, and manage incidents through resolution with NICE support and carrier contacts.
Build and maintain CXone dashboards and scheduled reports for operations and business stakeholders.
Maintain SOPs, runbooks, call-flow diagrams, and configuration records, and perform routine system audits.
Work with IT, Security, and business stakeholders on projects, migrations, and feature rollouts, and evaluate new CXone releases.
Take over user provisioning from the WFM team.