Telephony Engineer

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.