Sr Platform Engineer; IC
Listed on 2026-07-01
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Manufacturing / Production
Systems Engineer
Sr Platform Engineer (IC2)
We are seeking a CCaaS Senior 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.
Requirements:
- 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 Mule Soft 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.
Located within 50 miles of One Main corporate offices:
Baltimore MD, Evansville IN, Charlotte NC, Fort Worth TX, Irving TX, Wilmington DE
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