Senior Contact Center Engineer

About the role

Vernovis is looking for a Senior Contact Center Engineer / Architect who will design, develop, and modernize enterprise contact center capabilities supporting customer service, sales, and operational excellence. This role involves working across cloud, telephony, and software engineering disciplines to deliver scalable omni-channel solutions including voice, chat, email, intelligent routing, automation, CTI integrations, and conversational AI.

Responsibilities

• Design, build, and enhance enterprise contact center solutions across voice, chat, email, and workflow channels
• Advance ACD, IVR, and predictive dialer capabilities to support blended inbound/outbound strategies
• Lead development of intelligent routing, NLP-driven IVR, and automation solutions
• Deliver CTI integrations and screen-pop solutions to improve agent experience and customer outcomes
• Partner with cross-functional teams to translate business needs into scalable technical solutions
• Contribute to and occasionally lead Agile delivery efforts, including backlog management and sprint execution
• Mentor junior engineers and promote engineering best practices and continuous improvement
• Ensure solutions meet security, compliance, and performance standards
• Evaluate and implement emerging technologies to keep the platform competitive and future-ready

Requirements

• 7–10 years of experience in medium-to-large scale contact center environments
• 3–5 years of hands-on experience in contact center platform development
• Deep expertise in platforms such as Genesys, NICE, or Five9
• Strong understanding of ACD, IVR, CTI, speech/NLP, and dialer technologies
• Experience with modern development technologies (JavaScript/TypeScript, Angular, Java, .NET, APIs)
• Familiarity with cloud platforms (AWS preferred)

Qualifications

• Proven ability to simplify complex systems and communicate effectively with business stakeholders
• Strong collaboration skills with the ability to lead and influence across teams
• Agile mindset with a passion for innovation and continuous improvement

Skills

• Hands-on experience in contact center platform development
• Expertise in ACD, IVR, CTI, speech/NLP, and dialer technologies
• Experience with modern development technologies (JavaScript/TypeScript, Angular, Java, .NET, APIs)
• Familiarity with cloud platforms (AWS preferred)

Benefits

• Health, Dental, Vision
• Voluntary Short & Long-Term Disability
• Voluntary Life Insurance
• 401K

Pay

• TBD

Schedule

• TBD