At Morgan & Morgan, the work we do matters. For millions of Americans, we’re their last line of defense against insurance companies, large corporations or defective goods. From attorneys in all 50 states, to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 6,000 employees are all united by one mission: For the People.
Summary
The Telephony Engineer is an individual contributor who runs and extends our NICE CXone contact center environment. The role builds and maintains queues, skills, campaigns, and Studio scripts; manages phone number provisioning, porting, and reputation (spam-label remediation, STIR/SHAKEN, CNAM, branded calling); and builds API integrations connecting CXone to Salesforce and other enterprise systems. It also implements AI capabilities in CXone, including virtual agents and bot and API integrations. The role takes over user provisioning from the WFM team, monitors platform health, and works with NICE support and our carriers to resolve incidents.
Responsibilities
- Platform builds and maintenance. Configure and maintain CXone day to day, including queues, skills, campaigns, ACD routing, digital channels, and agent desktop settings.
- Studio development. Build, test, and debug CXone Studio scripts for IVR, routing, and digital flows. Keep scripts modular, documented, and tested before they reach production.
- Integrations and APIs. Build and maintain integrations using CXone APIs, webhooks, and Studio REST actions to connect CXone with Salesforce and other CRM systems, workforce management tools, and SSO/SAML providers.
- AI integration. Implement and support AI capabilities in CXone, including virtual agents, bot and API integrations. Pilot new AI use cases with stakeholders and help move the successful ones into production.
- Number provisioning and porting. Order, port, configure, and route DIDs and toll-free numbers, and retire numbers that are no longer needed.
- Number reputation. Monitor outbound numbers for spam-likely and scam labels, and remediate them with carrier analytics vendors (Hiya, TNS, First Orion) and the Free Caller Registry.
- Call authentication and branding. Manage STIR/SHAKEN attestation, branded calling, and CNAM in coordination with NICE and our carriers.
- Monitoring and incident response. Watch platform health, troubleshoot call quality and routing issues, and manage incidents through resolution with NICE support and carrier contacts.
- Reporting. Build and maintain CXone dashboards and scheduled reports for operations and business stakeholders.
- Documentation and audits. Maintain SOPs, runbooks, call flow diagrams, and configuration records, and perform routine system audits.
- Collaboration and roadmap. Work with IT, Security, and business stakeholders on projects, migrations, and new feature rollouts, and evaluate new CXone releases as they become available.
Qualifications
- 3+ years of hands-on experience administering or engineering contact center telephony platforms.
- 2+ years of hands-on experience with NICE CXone, including ACD, queue, skill, and campaign configuration, Studio, and reporting.
- Proficiency building and debugging CXone Studio scripts.
- Hands-on experience with REST APIs and webhooks to connect CXone to third-party systems, including testing with tools such as Postman.
- Experience implementing or supporting an AI integration in a contact center, such as a virtual agent, chatbot, or AI service connected through CXone Studio or APIs.
- Working knowledge of VoIP and SIP fundamentals sufficient to troubleshoot issues such as one-way audio, dropped calls, and routing failures.
- Experience with DID and toll-free management, number porting, and call routing.
- Strong documentation skills, with the ability to produce clear runbooks and call flow diagrams.
- Strong analytical and problem-solving skills with a systematic approach to root cause analysis.
- Ability to work fully on-site in our Longwood, FL office.
Benefits
Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff. For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan, paid time off and paid holidays.
Equal Opportunity Statement
Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
E-Verify
This employer 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. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.
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