Join Henry Schein One!
Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices.
We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.
As a Telecom Engineer you help power the communication platforms that keep our business connected. You'll provide frontline support for NICE CXone, RingCentral, and next-generation cloud voice solutions, resolving technical issues, maintaining telecom workflows, and assisting with call flow design and implementation. Working closely with senior engineers and business stakeholders, you'll contribute to system enhancements, operational excellence, and continuous improvement while developing expertise in modern cloud contact center and telecom technologies and making a direct impact on both employee and customer experiences through reliable, innovative communication solutions.
This position is remote within the United States with up to 10% travel as needed.
What You Will Do
- Provide Tier 1 support for RingCentral and NICE CXone environments, resolving issues related to user access, call quality, device configuration, routing errors, IVR functionality, and other telecom-related incidents
- Provision and manage user accounts, roles, and system configurations while monitoring platform health, system alerts, queue performance, and routing behavior
- Perform initial incident triage and troubleshooting using telecom diagnostic tools and dashboards, documenting findings and escalating complex issues to Tier 2/3 engineering teams with complete case details
- Assist with the development, modification, testing, validation, and documentation of call flows within NICE CXone Studio and RingCentral administration platforms
- Maintain accurate change records, version control, support documentation, FAQs, troubleshooting guides, and knowledge base content to support ongoing operational excellence
- Partner with senior telecom engineers during system implementations, major deployments, and high-volume support periods to ensure service stability and performance
- Collaborate with business stakeholders to understand operational requirements, align telecom configurations with business needs, and communicate technical concepts effectively to non-technical users
- 3+ years of experience in IT or telecom support roles
- Hands-on experience with NICE CXone and RingCentral platforms
- Familiarity with IVRs, call routing, user provisioning, and basic telecom workflows
- Exposure to scripting or workflow tools (CXone Studio preferred
- Ability to adapt quickly to changing priorities while maintaining high levels of service and support
- Demonstrate ownership and accountability by driving issues through resolution and following up with vendors and stakeholders
- Excellent communication and interpersonal skills
- Excellent troubleshooting and analytical skills and attention to detail
- Associate’s Degree in Information Technology or a related field
- Training or certifications on RingCentral or NICE CXOne
- Basic scripting knowledge (e.g., XML, JavaScript, Snippet)
- Proficient in SIP ladder analysis and troubleshooting
- Experience supporting and administering Amazon Connect and Salesforce Service Cloud Voice environments, including call routing, contact flows, user configuration, softphone troubleshooting, unified CRM-telephony operations, and cross-platform issue resolution
- Knowledge of Salesforce Omni-Channel Routing, Voice Call Objects, CTI integrations, and Agentforce Voice capabilities, including AI-powered voice automation that enhances contact center operations, real-time customer interactions, and agent productivity
The posted range for this position is $73,000 - $95,000, which is the expected starting salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.
What You’ll Gain as a #TeamSchein Member
A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.
Skills Required
- 3+ years of experience in IT or telecom support roles
- Hands-on experience with NICE CXone and RingCentral platforms
- Familiarity with IVRs, call routing, user provisioning, and basic telecom workflows
- Exposure to scripting or workflow tools; CXone Studio preferred
- Ability to adapt quickly to changing priorities while maintaining high levels of service and support
- Ownership and accountability in driving issues through resolution and following up with vendors and stakeholders
- Excellent communication and interpersonal skills
- Excellent troubleshooting and analytical skills with attention to detail
- Associate's Degree in Information Technology or a related field
- Training or certifications on RingCentral or NICE CXone
- Basic scripting knowledge, such as XML, JavaScript, or Snippet
- Proficiency in SIP ladder analysis and troubleshooting
- Experience supporting Amazon Connect and Salesforce Service Cloud Voice environments
- Knowledge of Salesforce Omni-Channel Routing, Voice Call Objects, CTI integrations, and Agentforce Voice capabilities
Henry Schein One Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Henry Schein One and has not been reviewed or approved by Henry Schein One.
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Leave & Time Off Breadth — Unlimited PTO and paid holidays indicate broad time‑off flexibility that supports work‑life balance. Volunteering days and a birthday day off in some regions extend the time‑off options.
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Healthcare Strength — Medical, dental, vision, mental‑health support, and HSA/FSA options reflect comprehensive coverage. Eye care vouchers and other add‑ons further extend the offering in some regions.
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Retirement Support — A company retirement plan with employer match is positioned as a standout element of the package. This strengthens long‑term financial support within total rewards.
Henry Schein One Insights
What We Do
Henry Schein One is the world’s largest dental practice management software company. Founded in 2018, Henry Schein One launched a new era of integrated dental technology by merging the market-leading practice management, patient communication and marketing systems of Henry Schein and Internet Brands into one company. Our goal: To simplify each aspect of dental practice management by delivering software that connects with each other, shares data and automates more tasks – helping each member of the dental team work smarter and more efficiently. Headquartered in American Fork, Utah, Henry Schein One combines market-leading brands, such as Dentrix®, Dentrix Ascend®, Lighthouse360®, and TechCentral™, as well as Henry Schein's international dental practice management systems, including Software of Excellence®, Logiciel Julie, InfoMed®, Exan®, and Labnet™, with the dental businesses of Internet Brands, including web-based solutions such as Demandforce®, Sesame Communications®, Officite®, and DentalPlans.com® and more. Henry Schein One integrated 13 companies, 40+ software brands and employs approximately 1,500 people. Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.
