IT Support Engineer – Contact Center Systems

REE Medical

. Design, configure, and support contact center systems, including call routing, queue structures, and IVR workflows .

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Experience with RingCentral CX
Experience supporting CCaaS or UCaaS platforms
Experience with system implementations or migrations
Familiarity with CRM and contact center integrations

Benefits

Comp & perks

Health, dental, and vision insurance with Company-sponsored Life Insurance
Retirement savings plan with company match
Vacation time off, sick time off, and holidays
Ongoing training and development programs
Opportunities for advancement within the company
Flexible work schedules
Remote first environment with companywide conferences annually
Employee assistance program for personal and family well-being
Employee discounts on products and services through Insperity
Recognition programs for outstanding performance
Company-sponsored social events and activities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

contact center systemscall routingqueue structuresIVR workflowssystem performance analysistroubleshootingVoIPnetworking fundamentalssystem implementationscontact center integrations

Soft Skills

independent decision-makingstrong communication skillscollaborationproblem-solvinganalytical skills