Senior Contact Center Engineer

About the role

We are seeking a highly skilled Senior Contact Center Engineer / Architect to help modernize and scale our contact center platforms. This role is critical in delivering innovative, customer-centric solutions that enhance sales, service, and operational efficiency across the enterprise.

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)
• 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

Preferred Qualifications

• Leadership experience in contact center engineering teams
• Telecommunications background
• NICE Certified Application Professional (NCAP) or similar certification
• Experience with Agentic/Conversational AI platforms

Benefits

We offer a comprehensive benefits package, including:

• Medical, dental, vision, and life insurance
• 401(k) savings plan with pension options
• Paid time off increasing with tenure
• Tuition reimbursement and individualized career development plans
• Parental leave and maternity leave with a 4-week transition back to work
• Access to on-site amenities like a fitness center, cafeteria and more
• Extensive employee discount program