Hybrid Senior Systems Engineer

at IntellaTriage

• Job title: Senior Systems Engineer
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Brentwood, United States

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.