Henry Schein One

Integrated dental practice management software

Telecom Engineer

Enterprise ApplicationsPosted on Nov 10

Full-timeRemote in USA

About the Job

Requirements

At least 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.
Excellent troubleshooting and operations skills, including correlating CDRs across multiple call legs; SIP trace and Wireshark/packet capture analysis; isolating carrier, network, CCaaS, and 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.
Must be authorized to work in the United States for Henry Schein One without the need for current or future employer sponsorship.

Responsibilities

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.

Desired Qualifications

Exposure to scripting or workflow tools, with CXone Studio preferred.
An 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 such as XML, JavaScript, or 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.

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.

About the Company

Henry Schein One

Integrated dental practice management software

Henry Schein One provides integrated dental technology to help dental practices run more efficiently, profitably, and with a focus on patient care. Its platform combines demand generation, patient experience, practice management, revenue management, dental analytics, and clinical workflow into a single, simple-to-use system. Practitioners and office staff use the software to streamline operations, improve clinical and administrative processes, and make data-driven decisions. The company differentiates itself by offering a comprehensive, end-to-end solution that integrates multiple functions within one platform, supported by Henry Schein’s extensive dental network. The goal is to help practices deliver better patient care while achieving smoother operations and higher profitability.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: American Fork, UT
Founded: 2018

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