Scalence L.L.C. · 21 hours ago
Telecommunications Analyst
Lakewood, CO
Full-time
Onsite
Mid Level
$87K/yr - $109K/yr
3+ years expScalence L.L.C. is seeking a Telecommunications Analyst to support global voice and collaboration systems, primarily focusing on Teams Voice and NICE CXone contact center technologies. The role involves providing technical support, configuration, and maintenance of cloud-based telephony systems while ensuring reliable voice services across the enterprise.
Information Technology & Services
Responsibilities
Operate under the direction of the Manager of Network and Telecommunications to support enterprise voice and contact center systems
Configure, maintain, and optimize Teams Voice, including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies
Administer and support NICE CXone contact center functionality, including user provisioning, call flows, skill-based routing, IVRs, and reporting
Manage Session Border Controllers (AudioCodes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity
Monitor and analyze system performance, voice quality, and utilization metrics; proactively identify and resolve issues
Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on-premises and cloud environments
Provide Tier-2/3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation
Maintain clear documentation, including call flows, dial plans, configuration guides, and operational procedures
Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies
Evaluate new capabilities within Teams and NICE CXone that improve efficiency, user experience, or business outcomes
Support ITIL-based processes for incident, problem, and change management and participate in Agile projects as needed
Participate in a global on-call rotation supporting enterprise voice and contact center operations
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or a related field — or an equivalent combination of education and experience
Minimum 3 years of experience supporting enterprise voice or unified communications systems
Hands-on experience with Teams Voice configuration and administration
Experience supporting or maintaining cloud-based contact center solutions (NICE CXone strongly preferred)
Experience managing SBCs, SIP trunking, and call routing
Working knowledge of network fundamentals (IP addressing, QoS, routing, switching, VLANs)
Deep understanding of Teams Voice architecture and management
Proficiency with NICE CXone administration, analytics, and reporting
Strong knowledge of SIP, codecs, SBC configuration, and voice quality troubleshooting
Familiarity with PowerShell scripting for Teams Voice automation
Excellent analytical, documentation, and customer service skills
Ability to communicate effectively with both technical and non-technical stakeholders
Strong organization and multitasking abilities within a fast-paced, global IT environment
Teams Voice Engineer Associate certification (highly desired)
Cisco CCNA or equivalent foundational network certification
Preferred
Experience working in global or multi-site environments is preferred
Experience supporting or maintaining cloud-based contact center solutions (NICE CXone strongly preferred)
Knowledge of ITIL and Agile practices preferred
NICE CXone Certified Engineer or similar contact center certification (preferred)
Benefits
Multiple medical, dental, and vision plans
Wellness programs
Life insurance and disability coverage
Voluntary benefits such as accident, hospital indemnity, critical illness, and pet insurance
401(k) plan with matching contribution
Vacation and sick time programs
Company
Scalence L.L.C.
In today’s dynamic and competitive market, success hinges on mastering three key areas: Data Intelligence, Business Resilience, and Digital Experience.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase