Voice Infrastructure Analyst

Description

This role is an experienced Cloud/Voice System Analyst with deep expertise in RingCentral UCaaS and NICE Contact Center solutions. The candidate will support and manage enterprise-level cloud and on-premises voice infrastructure. This role will play a critical role in support, optimization, and continuous improvement of our voice and contact center systems, ensuring seamless communication across the organization. This is a hybrid position. 

Major Duties and Responsibilities

• Act as the subject matter expert (SME) for RingCentral UCaaS and NICE CXone platforms, including configuration, support, and vendor escalation.
• Manage and maintain voice services including call routing, IVR flows, call queues, auto-attendants, and agent assignments in RingCentral and NICE.
• Monitor and troubleshooting call quality issues, user experience, and system availability.
• Perform root cause analysis and resolution of Tier 2/Tier 3 support tickets related to voice systems.
• Support voice infrastructure integrations including CRM, ticketing systems (e.g., ServiceNow), and Microsoft Teams.
• Collaborate with networking and security teams to ensure voice traffic is prioritized and secured across the enterprise.
• Document system configurations, workflows, and support procedures.
• Support and manage legacy on-premises voice systems during transition phases, including analog-to-VoIP migrations.
• Create dashboards, reports, and KPIs related to contact center performance using NICE analytics.
• Train and support end-users and internal helpdesk teams

Other Duties

• Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
• Exhibit Blaze's Core Values: Better Lives, Thoughtfully Compassionate, Minnesota's Best, and Give Back
• Regular and predictable attendance
• Perform other duties as assigned to support effective department operation

Requirements

Experience/Education/Certifications/Licenses

• Minimum High School degree or equivalent
• Minimum 5+ years of experience supporting cloud and on-premises voice systems in enterprise environments.
• Minimum 2+ years of direct experience with RingCentral and NICE CXone (or equivalent cloud contact center platforms).
• Experience managing user provisioning, number porting, and E911 services in cloud voice platforms.
• Hands-on experience with telecom/carrier relationships.
• Strong troubleshooting skills and familiarity with MOS scores, packet captures, and diagnostic tools.

Preferred Qualifications

• Certifications: RingCentral Communications Specialist, NICE CXone Certified Administrator, or equivalent.
• Experience with Microsoft Teams Phone System, Zoom Phone, or legacy PBX systems (Cisco, Avaya, Mitel).
• Familiarity with PowerShell, APIs, or automation scripts for provisioning and reporting.
• Experience with workforce management, call recording, and quality monitoring within NICE CXone.
• Exposure to ITIL practices and ticketing systems such as ServiceNow or Jira.

Demonstrated Knowledge

• In-depth knowledge of VoIP, SIP, RTP, call signaling, QoS, and WAN/LAN networking as it pertains to voice traffic.
• Strong documentation and communication skills.
• Excellent communication and interpersonal skills.
• Analytical thinker with a proactive approach to solving issues.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Strong team player with a customer service mindset.

Communication Skills

Ability to proactively respond to members/staff to problem solve based on guidelines; written communications are based on templates but can be modified. 

Physical Requirements

Ability to sit an stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift up to 20 lbs

Diversity creates a healthier atmosphere, and we encourage diverse applicant depth and breadth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are committed to providing salary ranges for all open positions. Please note that the specific compensation for this role will be determined based on your experience, qualifications, location, and internal equity considerations.

The starting salary range for this position is: $66,000 -$80,000. This range reflects the base starting salary for this position. We have other benefits associated with this position which include: low-cost medical (as low as $20 a paycheck), dental insurance, vision insurance, quarterly bonuses, generous vacation and sick time hours, paid leave options, up to 6% 401k contribution, and tuition reimbursement.