IT Support Engineer - Contact Center Systems

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 workflowsAdminister and maintain RingCentral (EX and CX), including user management, system configuration, and optimizationAnalyze system performance, identify trends, and implement improvements to enhance call quality and operational efficiencyTroubleshoot and resolve complex issues related to telephony, call flows, integrations, and end-user experienceServe as a key technical resource during incidents, exercising independent judgment to restore service and minimize disruptionPartner with IT, operations, and vendors to implement and enhance contact center capabilitiesContribute to the design, testing, and rollout of RingCentral CXDocument system configurations, workflows, and standard operating proceduresHow success is measured in this role:High availability and performance of contact center systemsRapid resolution of complex issues with minimal impact to operationsMeasurable improvements in call routing efficiency and call qualitySuccessful implementation and adoption of RingCentral CXReduction in recurring issues through root cause analysis and long-term solutionsPositive feedback from agents, supervisors, and business stakeholdersClear and effective communication during incidents and system changes