Driving Control Feature Systems Engineer developing features for Ford's Advanced Driver Assistance Systems (ADAS). Collaborating with cross - functional teams to enhance vehicle technologies and customer experiences.
About the role
- Senior Systems Engineer managing RingCentral and NICE CX platforms for a healthcare organization. Focused on telephony administration, automation, and operational support for high availability environments.
Responsibilities
- Administer and maintain the RingCentral and NICE CX contact center platform, including call queues, IVR configuration, skills-based routing, agent groups, and queue management.
- Design and optimize call routing logic and queue structures to maintain service level targets and ensure efficient call distribution across clinical teams.
- Monitor and analyze contact center performance metrics and queue reporting to identify call flow issues, agent performance trends, and operational improvement opportunities.
- Troubleshoot complex telephony and call routing issues including IVR logic failures, queue overflow problems, call quality issues, and agent connectivity issues.
- Serve as the technical escalation point for contact center platform issues and coordinate with vendors such as RingCentral and NICE CX when required.
- Support integrations between the contact center platform and internal systems.
- Lead onboarding of new clients and implementation tasks such as configuration of phone routing, call queues, and application configuration required for new service launches.
- Ensure endpoint devices are secured, patched, and maintained through Microsoft Intune configuration and endpoint security policies.
- Detect and analyze risks or gaps in endpoint and identity processes and communicate remediation recommendations to the Director of IT Operations.
- Develop operational automation using scripting tools such as PowerShell and Power Automate to reduce manual administrative work.
- Review vulnerability and patching reports to remediate security issues and ensure systems remain compliant with internal security policies.
- Support identity and access management processes using Microsoft Entra ID and the Microsoft 365 ecosystem.
- Maintain documentation for telephony configuration, operational procedures, and troubleshooting workflows.
Requirements
- Bachelor's degree in computer science or a related field or equivalent experience.
- At least 5 years of experience supporting enterprise IT infrastructure or cloud contact center platforms.
- Direct hands-on experience administering RingCentral, NICE CX, or similar cloud contact center technologies strongly preferred.
- Experience managing call queues, IVR routing, and contact center reporting.
- Experience with Microsoft Intune, endpoint management, and cloud identity platforms.
- Experience with scripting languages and automation tools such as PowerShell.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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