Telecom Engineer

Location: Remote within the United States; up to 10% travel as needed. Not currently hiring residents of Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.

Salary: $73,000–$95,000 per year, plus eligibility for a bonus target.

Company

hirify.global develops dental practice management and communication technology focused on improving patient care and practice operations.

What you will do

• Provide Tier 1 support for RingCentral and NICE CXone, resolving access, call quality, device, routing, IVR, and telecom incidents.
• Provision user accounts, roles, and configurations while monitoring platform health, alerts, queue performance, and routing behavior.
• Triage and troubleshoot incidents with telecom diagnostic tools, document findings, and escalate complex cases to Tier 2/3 engineering teams.
• Assist with developing, modifying, testing, validating, and documenting call flows in NICE CXone Studio and RingCentral.
• Maintain change records, version control, troubleshooting guides, FAQs, and knowledge base content.
• Partner with senior engineers and business stakeholders during implementations, deployments, high-volume support periods, and requirements alignment.

Requirements

• 3+ years of experience in IT or telecom support roles.
• Hands-on experience with NICE CXone and RingCentral.
• Familiarity with IVRs, call routing, user provisioning, and basic telecom workflows.
• Exposure to scripting or workflow tools, with CXone Studio preferred.
• Strong troubleshooting, analytical, communication, interpersonal, ownership, and attention-to-detail skills.
• Ability to work remotely from the United States, excluding the listed states, Puerto Rico, and other US territories.

Nice to have

• Associate’s degree in Information Technology or a related field.
• RingCentral or NICE CXone training or certifications.
• Basic XML, JavaScript, or Snippet scripting knowledge.
• Proficiency in SIP ladder analysis and troubleshooting.
• Experience with Amazon Connect, Salesforce Service Cloud Voice, Omni-Channel Routing, CTI integrations, and Agentforce Voice.

Culture & Benefits

• Health coverage and retirement savings with company match.
• Paid time off and parental leave.
• Wellbeing resources and education support.
• Inclusive, collaborative environment focused on innovation, accountability, and continuous improvement.
• Remote work with up to 10% travel as needed.