Contact Center Engineer

Overview:

The Contact Center Engineer is responsible for designing, implementing, and maintaining the organization's contact center technology infrastructure. Working within a collaborative engineering team, this role plays a key part in delivering seamless omnichannel customer experiences through cloud-based CCaaS platforms, telephony integrations, and CRM connectivity. The ideal candidate brings hands-on experience with modern contact center platforms — particularly Genesys Cloud — and a strong ability to translate business requirements into reliable, scalable technical solutions. This position operates with a moderate degree of independence while partnering closely with IT, operations, and customer experience stakeholders.

Location: Remote
ESSENTIAL DUTIES and RESPONSIBILITIES

Include the following. Other duties may be assigned.

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Platform Engineering & Administration
- Design, deploy, configure, and maintain CCaaS platforms including TrueBlue ’s Genesys Cloud implementation

- Build and optimize inbound/outbound call flows, IVR trees, ACD routing strategies, and skill-based routing configurations

- Manage omnichannel routing across voice, chat, email, SMS, and social messaging channels

- Coordinate deployment of feature updates and perform vendor change management activities

- Monitor system health, availability, and performance using platform; respond to incidents and escalate as appropriate

- Administrate user access, roles, and permissions

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Integration Development
- Develop, configure, and maintain CRM integrations with Salesforce, ServiceNow, Zendesk, and internal homegrown CRM applications via REST/SOAP APIs, webhooks, and middleware platforms

- Build screen-pop, click-to-dial, and embedded softphone integrations between CCaaS platforms and CRM systems

- Implement CTI (Computer Telephony Integration) solutions and ensure accurate data synchronization between contact center and CRM platforms

- Collaborate with development teams on custom API connectors, data transformation logic, and event-driven workflows

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Reporting, Quality & Compliance
- Build and maintain real-time and historical reporting dashboards, support wallboard and supervisor monitoring configurations

- Assist with call recording, Quality Management (QM), and Workforce Management (WFM) platform configurations

- Ensure contact center systems adhere to security, compliance, and data privacy standards

- Document technical configurations, architecture diagrams, runbooks, and change management records

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Collaboration & Support
- Serve as a Tier 2/3 escalation resource for contact center platform issues; partner with vendor technical support as needed

- Work with contact center operations leadership to gather requirements, assess impact of changes, and deliver solutions aligned to business objectives

- Evaluate emerging contact center technologies (AI/virtual agents, conversational IVR, real-time transcription, sentiment analysis) and provide recommendations

- Participate in on-call rotation

EDUCATION and EXPERIENCE

- Bachelor’s degree in computer science, information technology, telecommunications, or a related field — or equivalent combination of education and experience

- 2–4 years of hands-on experience in contact center engineering, telecommunications engineering, or a closely related IT infrastructure role

- Demonstrated experience administering or engineering at least one enterprise CCaaS platform (Genesys Cloud strongly preferred)

- Proven track record integrating CCaaS platforms with CRM applications via APIs

- Experience with SIP/VoIP protocols, PSTN connectivity, SBCs, and carrier management is a plus

- Experience with UCaaS platforms including Webex cloud calling is a plus

CORE KNOWLEDGE and SKILLS

- Hands-on administration experience with Genesys Cloud, Amazon Connect, Cisco Webex Contact Center, NICE CXone, Five9, or other CCaaS platforms

- Ability to design and configure IVR call flows, ACD routin