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 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 contact center capabilities
• Contribute to the design, testing, and rollout of RingCentral CX
• Document system configurations, workflows, and standard operating procedures

How success is measured in this role:

• High availability and performance of contact center systems
• Rapid resolution of complex issues with minimal impact to operations
• Measurable improvements in call routing efficiency and call quality
• Successful implementation and adoption of RingCentral CX
• Reduction in recurring issues through root cause analysis and long-term solutions
• Positive feedback from agents, supervisors, and business stakeholders
• Clear and effective communication during incidents and system changes

Requirements:
Qualifications:

• 3–6+ years of experience supporting and administering contact center or telephony platforms
• Hands-on experience with platforms such as RingCentral, Five9, Genesys, NICE, or similar
• Strong understanding of ACD, IVR, call flows, queue management, and agent workflows
• Ability to analyze systems, troubleshoot complex issues, and implement sustainable solutions
• Experience working in high-volume, time-sensitive environments requiring independent decision-making
• Solid understanding of VoIP and networking fundamentals (latency, jitter, QoS)
• Strong communication skills with the ability to work across technical and non-technical teams
• Preferred Qualifications
• Experience with RingCentral CX
• Experience supporting CCaaS or UCaaS platforms
• Experience with system implementations or migrations
• Familiarity with CRM and contact center integrations

Benefits:
What REE Offers you:

At REE, we believe in empowering our employees to thrive both personally and professionally. When you join our team, you become part of a dynamic and inclusive work environment where innovation and collaboration are celebrated.

Comprehensive Benefits Package

- Competitive salary: $80,000-$100,000 Salary Depending on Experience.

- Health, dental, and vision insurance with Company-sponsored Life Insurance

- Retirement savings plan with company match

- Vacation time off, sick time off, and holidays

Career Development Opportunities

- Ongoing training and development programs

- Opportunities for advancement within the company

Work-Life Balance

- Flexible work schedules

- Remote first environment with companywide conferences annually

- Employee assistance program for personal and family well-being

Perks and Rewards

- Employee discounts on products and services through Insperity

- Recognition programs for outstanding performance

- Company-sponsored social events and activities

Join us and discover a rewarding career where you can make a difference and grow professionally.

REE is only able to hire US citizens or those who are authorized to work in the US as full time employees (we do not provide visa sponsorship).

This information is provided in compliance with Equal Pay Regulations across the US and is the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

REE Medical participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Not open to 3rd party recruiters or submissions.

REE will never ask for personal information or to purchase anything during the interview process, only communications from a @reemedical.com domain are representative of REE Medical, LLC.