Telecom Engineer

About the role

Shape what’s next in dental technology.

Join Henry Schein One!

Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices.

We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.

As a Telecom Engineer you help power the communication platforms that keep our business connected. You'll provide frontline support for NICE CXone, RingCentral, and next-generation cloud voice solutions, resolving technical issues, maintaining telecom workflows, and assisting with call flow design and implementation. Working closely with senior engineers and business stakeholders, you'll contribute to system enhancements, operational excellence, and continuous improvement while developing expertise in modern cloud contact center and telecom technologies and making a direct impact on both employee and customer experiences through reliable, innovative communication solutions.

This position is remote within the United States with up to 10% travel as needed.

This position is not eligible for employment-based visa sponsorship. To be considered, candidates must be authorized to work in the United States for Henry Schein One without the need for current or future employer sponsorship.

What You Will Do

Provide Tier 1 support for RingCentral and NICE CXone environments, resolving issues related to user access, call quality, device configuration, routing errors, IVR functionality, and other telecom-related incidents

Provision and manage user accounts, roles, and system configurations while monitoring platform health, system alerts, queue performance, and routing behavior

Perform initial incident triage and troubleshooting using telecom diagnostic tools and dashboards, documenting findings and escalating complex issues to Tier 2/3 engineering teams with complete case details

Assist with the development, modification, testing, validation, and documentation of call flows within NICE CXone Studio and RingCentral administration platforms

Maintain accurate change records, version control, support documentation, FAQs, troubleshooting guides, and knowledge base content to support ongoing operational excellence

Partner with senior telecom engineers during system implementations, major deployments, and high-volume support periods to ensure service stability and performance

Collaborate with business stakeholders to understand operational requirements, align telecom configurations with business needs, and communicate technical concepts effectively to non-technical users

What We Are Looking For

3+ years of experience in IT or telecom support roles

Hands-on experience with NICE CXone and RingCentral platforms

Experience with IVRs, call routing, user provisioning, and basic telecom workflows

Exposure to scripting or workflow tools (CXone Studio preferred)

Excellent troubleshooting and operations skills, including correlating CDRs across multiple call legs, SIP trace and Wireshark/packet capture analysis, isolating carrier vs. network vs. CCaaS vs. integration issues, monitoring, logging, and root-cause analysis, and managing vendors and escalations effectively

Ability to adapt quickly to changing priorities while maintaining high levels of service and support

Demonstrate ownership and accountability by driving issues through resolution and following up with vendors and stakeholders

Excellent communication and interpersonal skills

Excellent analytical skills and attention to detail

What Will Set You Apart

Associate’s Degree in Information Technology or a related field

Training or certifications on RingCentral or NICE CXone

Hands on experience with SIP, VoIP, CCaaS, call routing, and troubleshooting, including SIP ladder analysis

Advanced knowledge of networking, SBCs, carriers, and packet analysis

Intermediate to advanced experience with APIs, integrations, and automation, including basic scripting (e.g., XML, JavaScript, Snippet)

Intermediate knowledge of AWS/Azure, identity, and security

Experience supporting and administering Amazon Connect and Salesforce Service Cloud Voice environments, including call routing, contact flows, user configuration, softphone troubleshooting, unified CRM-telephony operations, and cross-platform issue resolution

Knowledge of Salesforce Omni-Channel Routing, Voice Call Objects, CTI integrations, and Agentforce Voice capabilities, including AI-powered voice automation that enhances contact center operations, real-time customer interactions, and agent productivity

Experience with SQL/data analytics and Infrastructure as Code

The posted range for this position is $73,000 - $95,000, which is the expected starting salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.

What You’ll Gain as a #TeamSchein Member

A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.

Posting text as published by Henry Schein One.

The evidence behind this listing

Workplace

Remote Matched in posting text

Seniority

Not established

Employment type

full time

Location as listed

American Fork, UT, United States

Pay and work authorization

Stated pay

$73k–95k/yr AI reading of the posting

Visa sponsorship

Not offered

Security clearance

Not established

Citizenship

Not established