Contact Center Application Engineer - Aspect/Intradiem

Key Responsibilities

• Proactively monitor and perform daily health checks of Aspect and Intradiem applications.
• Troubleshoot and resolve production issues impacting scheduling, forecasting, real-time adherence, or intraday workforce automation.
• Track and escalate issues with vendors or internal engineering teams to ensure timely resolution.
• Execute system changes, configuration updates, and release deployments while maintaining strict change-control discipline.
• Perform root-cause analysis of system disruptions and drive corrective actions to prevent recurrence.
• Participate in upgrades, integrations, and cross-application projects involving Aspect, Intradiem, and reporting platforms.
• Collaborate with internal developers, architects, and external vendors to optimize the workforce management ecosystem.
• Provide technical knowledge transfer and documentation to Level 1/2 support staff.
• Effectively communicate status, risks, and solution recommendations to stakeholders at all levels.
• Serve as a subject matter expert (SME) for Aspect Workforce Management and Intradiem automation, ensuring optimal configuration and utilization.
• Support integration of these platforms with related applications such as reporting, agent performance, and AI-enabled contact center technologies.
• Recommend automation opportunities and enhancements to drive efficiency and scalability.

Qualifications

• 3+ years of IT support or operations engineering experience, with emphasis on contact center workforce management and automation technologies.
• Direct experience supporting Aspect Workforce Management (scheduling, forecasting, reporting) and Intradiem (real-time automation, intraday management).
• Strong problem-solving and troubleshooting skills in production enterprise environments.
• Experience managing incidents, executing controlled changes, and supporting major deployments.
• Solid understanding of enterprise contact center environments and dependencies (telephony, reporting, CRM).

Preferred Qualifications

• Familiarity with real-time adherence monitoring, scheduling optimization, and workforce automation best practices.
• Understanding of how workforce management tools integrate with telephony, call routing, and reporting systems.
• Ability to explain complex workforce/automation concepts in clear, business-friendly terms.
• Strong written documentation skills to produce runbooks, SOPs, and technical reference material.
• Continuous learner, staying current on workforce management trends and emerging automation tools.

Additional Information

• This role requires evening and weekend on-call support participation.
• Contractor will support major incident bridges and collaborate in high-urgency scenarios.
• Initial engagement will focus on Aspect Workforce Management and Intradiem automation, with potential expansion into broader contact center transformation initiatives.