Job Description

Lead Platform Engineer (IC3)

Hybrid – Baltimore, MD; Evansville, IN; Charlotte, NC; Irving, TX; Wilmington, DE

• Must live within 50 miles of Corporate Office: Baltimore, MD; Evansville, IN; Charlotte, NC; Irving, TX; Wilmington, DE
• Position is Hybrid, in office 3 days per week: Tues, Wed, Thurs
• Possibility of conversion to FTE

Note: MUST be legally authorized to work in the United States.

This role is NOT open to 3rd party providers, W2 only.

We are seeking a CCaaS Lead Engineer to join our growing Contact Center and Telephony team and lead the deployment, integration, and maintenance of our CCaaS (Contact Center as a Service) solutions. The ideal candidate will have in-depth experience with Workforce Management (WFM), Customer Relationship Management (CRM) systems, call recording solutions, dialers, reporting tools, API integrations, and a working knowledge of Avaya PBX systems. This role requires strong technical expertise, project management skills, and a collaborative mindset to deliver seamless contact center solutions.

IN THE ROLE YOU WILL:

• Lead the design, deployment, and configuration of CCaaS platforms (e.g., Genesys, Nice, Five9, Amazon Connect) and integrate with Avaya PBX systems to ensure seamless operation and performance
• Design, develop, and support self-service IVR applications that provide a positive customer experience and streamline contact center operations. Architect the IVR infrastructure, including application servers, prompt servers, and load balancers
• Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure and integration points
• Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with CCaaS solutions to enhance functionality and automate workflows
• Work closely with management to define key performance indicators (KPIs), ensure SLA adherence, and optimize operational efficiency. Focus on improving customer experience through strategic integrations and automation
• Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis
• Oversee the configuration and management of predictive, preview, power, and auto-dialers, optimizing call strategies to improve contact efficiency and agent productivity while ensuring compliance with regulations such as TCPA
• Develop and maintain custom scripts and tools for system integrations and automation to streamline processes across different platforms, ensuring seamless communication between CCaaS, CRM, and other internal systems
• Support Avaya-specific features such as ACD, trunks, and dial patterns, ensuring proper integration with cloud-based contact center solutions

QUALIFICATIONS:

Mandatory Skills:

• Proficient in API development and integrations (REST, SOAP, JSON, etc.)
• Expertise in CCaaS platforms such as Amazon Connect, NiceCX, Five9, Twilio, or similar
• Proficiency with WFM tools (e.g., NICE, Verint, Aceyus)
• Strong knowledge MuleSoft and CRM platforms like Salesforce or Microsoft Dynamics
• Hands-on experience with call recording solutions like Verint or NICE Systems
• Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

reqOMF-REQ-0003839

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