IT Support Engineer - Contact Center Systems

Job description

Job Summary: The IT Support Engineer has with 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. Key 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...