Lead Engineer - CCaaS Operations

Essential Duties and Responsibilities:

- Lead the design and development of complex software applications from business requirements in collaboration with other team members

- Investigate new solutions, tools, products, and techniques to incorporate into coding standards.

- Troubleshoot complex issues and produce detailed proposals to resolve.

- Support testing and remediate defects

- Guide, coach, and mentor entry and mid-level developers

Essential Duties and Responsibilities:

- Own end-to-end contact center implementation and ongoing support across all phases of the project lifecycle

- Lead design of advanced cloud contact center solutions, including routing, IVR, workforce management, analytics, and reporting, incorporating AI technologies (e.g., Copilot, Amazon Bedrock, Amazon Q in Connect, Kore.ai, Murf.ai)

- Translate complex technical concepts into clear guidance for non-technical stakeholders, clients, and cross-functional IT teams

- Research emerging customer experience and conversational AI technologies; evaluate tools and contribute to continuous improvement of solution offerings

- Analyze existing and new voice/data network environments and recommend scalable, resilient solutions

- Gather, assess, and document technical requirements in support of business needs and RFP responses

- Develop unit and integration test scenarios aligned with system requirements and evolving business processes

- Troubleshoot, maintain, and upgrade contact center and supporting systems; proactively identify and resolve issues

- Adhere to implementation standards, change control processes, and internal documentation practices

- Communicate status, risks, and issues in a timely manner and collaborate with leadership to ensure on-time delivery

- Support change management activities and create or update required technical and process artifacts

- Participate in off-hours support as needed for critical incidents or outages

- Perform additional duties as assigned by leadership

Minimum Requirements

- Bachelor's degree in related field.
- 7-10 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree.

Job Specific Minimum Requirements:

- Bachelor's degree in Telecommunications or related field and 7+ years of experience (or equivalent combination of education and experience)

- Strong problem-solving skills with the ability to manage multiple priorities in fast-paced, deadline-driven environments

- Excellent written and verbal communication skills; able to translate technical concepts for both technical and non-technical audiences

- Ability to work independently and collaboratively with strong ownership and attention to detail

- Deep experience with cloud contact center platforms (e.g., Genesys Cloud CX, Amazon Connect, NICE CXone), including IVR, call flows, routing, AI capabilities, workforce management, analytics, and reporting

- Hands-on experience designing...