Contact Center Engineer

Job Summary

A company is looking for a Contact Center Engineer to design, implement, and maintain cloud-based contact center platforms.

Key Responsibilities

• Design, configure, and maintain CCaaS solutions and optimize call flows and routing logic
• Implement omnichannel capabilities and manage telephony components
• Collaborate with IT and engineering teams to ensure secure integrations and monitor platform performance

Required Qualifications

• 3+ years of experience with CCaaS platforms (e.g., Talkdesk, Genesys Cloud)
• Experience integrating CCaaS platforms with CRM, ITSM, and other systems using APIs
• Strong understanding of call routing, IVR design, and telephony fundamentals
• Experience with APIs, JSON, and basic scripting (Python, JavaScript)
• Familiarity with conversational AI tools and managing strategic roadmaps for contact center platforms