VoIP Engineer

Description

We are looking for a VoIP Engineer to support a Long-term Contract engagement in Spartanburg, South Carolina. This position is focused on delivering a Salesforce Service Cloud Voice solution in a bring-your-own-telephony environment with RingCentral as the telephony provider. The ideal candidate can take ownership of implementation activities from setup through launch, helping the team establish a reliable voice platform with minimal ramp-up time.

Responsibilities:
Lead the deployment of Salesforce Service Cloud Voice within a bring-your-own-telephony architecture using RingCentral connectivity.
Configure Omni-Channel voice routing, call handling logic, and agent and supervisor workspaces to support daily operations.
Set up and manage RingCentral administration tasks, including integration components required for seamless connection with Salesforce.
Build and refine queue structures, routing paths, IVR or menu options, and workflow behavior to align with business communication needs.
Establish user access, profiles, permission sets, and role-based capabilities for agents and supervisors within the platform.
Support end-to-end implementation activities, including telephony provisioning, system configuration, testing, and go-live readiness.
Enable reporting and voice insight features such as recordings, transcripts, and conversation analytics within Salesforce.
Collaborate with stakeholders to troubleshoot technical issues, validate configurations, and ensure stable voice operations after deployment.

Requirements

Proven experience implementing Salesforce Service Cloud Voice in a bring-your-own-telephony model.
Hands-on background integrating RingCentral with Salesforce for voice functionality.
Demonstrated success delivering at least one full voice deployment from initial provisioning through production launch.
Strong knowledge of Omni-Channel setup, voice routing design, and console configuration for agents and supervisors.
Experience with queue configuration, permissions management, IVR or menu design, and workflow setup in a contact center environment.
Familiarity with Salesforce platform capabilities, including Flow, permission sets, and core administrative functions.
Understanding of voice reporting, call recordings, transcripts, and conversation insight tools within Salesforce.
Additional development exposure such as Apex or related Salesforce customization skills is helpful but not required.

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