Senior Contact Center Engineer

Primary Responsibilities

• Design, develop, and enhance proactive monitoring and observability capabilities across Contact Center platforms such as NICE CXOne, Amazon Connect and related integrations
• Collaborate with developers, architects, security teams, and platform owners to establish and enforce logging, tracing, and monitoring standards to strengthen platform reliability and supportability
• Troubleshoot and resolve production incidents and customer reported issues, ensuring timely communication, detailed root cause analysis, and permanent remediation steps
• Participate in on-call rotations, manage critical outages, drive cross-team bridge calls, and ensure accurate incident documentation and post incident reviews
• Create and maintain monitoring dashboards and alerting configurations using tools such as Splunk, CloudWatch, Zabbix, Grafana, or similar
• Analyze end-to-end contact flows and customer interaction journeys to identify defects, performance issues, or configuration gaps
• Work closely with CCaaS vendors and third-party partners to improve operational capabilities, optimize integrations, and ensure adherence to best practices
• Conduct change reviews, validate deployment readiness, and help implement safe, controlled releases into production environments
• Develop automation and operational tooling using scripting and enterprise-approved AI tools to improve issue detection, reduce manual effort, and streamline repetitive support activities
• Use enterprise-approved AI tools to streamline software engineering workflows, automate routine tasks, and drive continuous operational improvement
• Evaluate emerging technology and industry trends to inform solution design, optimize CCaaS environments, and drive strategic innovation
• Contribute to knowledge sharing by creating troubleshooting playbooks, updating guides, diagrams, and training sessions for broader support and operations teams

Required Qualifications

• Bachelor's degree OR 4+ years of software engineering experience
• 3+ years of experience supporting NICE CXOne Contact Center platform, Good to have Amazon Connect experience
• 3+ years of experience as a level 3 contact center production support engineer
• 3+ years of understanding of telephony concepts - (Call Routing, SIP, Agent Desktop, CRM, Chat)
• 3+ years of experience in observability, monitoring, and troubleshooting within large-scale production environments
• 3+ years of hands-on experience with at least two of the monitoring/observability tools (Splunk, Zabbix, AWS CloudWatch, Datadog)
• 1+ years of cloud experience in one of the following - AWS, Azure, or GCP

Preferred Qualifications

• Bachelor's degree (or higher) in Computer Science, Information Technology, or a related technical field
• Experience leveraging enterprise-approved AI productivity tools (such as GitHub Copilot, ChatGPT, or other AI-assisted coding/automation assistants) to accelerate development and optimize daily workflows
• Certifications related to Contact center platforms
• Solid understanding of cloud network infrastructure, API integrations, and secure deployment pipelines
• Strong communication and documentation skills, with experience creating troubleshooting playbooks and technical diagrams for operational teams