Qualifications - Bachelor’s in Computer Information Systems, Telecommunications, or related field - 5 years of relevant experience - Preferred certifications: NICE CXOne, CCNA-Collaboration - Strong communication and ability to work under pressure Technical Skills - Expert in NICE CXOne and complex telecom environments - Experience with PBX, gateways, voicemail, call recording, WAN/LAN, VoIP/SIP, TCP/IP, routers, SBCs, switches, firewalls, DNS, DHCP, Citrix - Strong scripting, troubleshooting, documentation, and leadership Responsibilities - Lead design and implementation of contact center infrastructure (40%) - Evaluate and propose tech/process improvements (25%) - Maintain expert-level system integration knowledge (20%) - Provide 24/7 support for telecom infrastructure (10%) - Perform additional duties as needed (5%) Additional Details - Support NICE CXOne scripting and Cisco migration - Handle system patching, upgrades, and break/fix tasks - Vendor interaction for improvements and resolution - On-call support required via company-issued smartphone By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.
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