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, ca
