Professional Services Contact Center Engineer

Accountabilities:

• • Lead end-to-end technical implementations of contact center projects, from requirements gathering and solution design through configuration, testing, training, and rollout.
  • Configure call flows, IVR/ACD routing, dialers, PBX/CTI integrations, and other contact center functionality according to customer requirements.
  • Design and implement integrations using REST APIs and webhooks, connecting contact center solutions with CRM and business platforms such as Salesforce, HubSpot, Zendesk, ServiceNow, and NetSuite.
  • Support the deployment of AI-enabled contact center capabilities, helping customers understand and realize the value of emerging AI functionality.
  • Evaluate solution specifications against customer requirements and recommend technical designs or modifications that optimize business and customer outcomes.
  • Manage multiple concurrent implementations with minimal oversight, ensuring milestones, deliverables, testing, and go-live activities remain on schedule.
  • Prepare customer-facing documentation, including requirements documents, presentations, project deliverables, and sign-off materials.
  • Execute technical tasks and deliverables defined within project plans while partnering closely with project managers and other delivery teams.
  • Provide technical consultation throughout implementations and help customers maximize the effectiveness of their contact center environments.
  • Support project status reporting, identify risks and issues, and escalate challenges appropriately.
  • Collaborate across teams and time zones to support customers in multiple geographies, with occasional travel for customer or on-site engagements.

  Requirements:

  • Bachelor’s degree in a technical discipline or equivalent professional experience, with at least 2 years of experience in a Professional Services or technical implementation role.
  • Demonstrated experience in the contact center industry, with practical knowledge of platforms and technologies such as ACD, IVR/VRU, CTI, PBX, dialers, WFM, and VoIP.
  • Working knowledge of JavaScript, HTML, logic-based coding concepts, networking, RESTful APIs, and technical integrations.
  • Familiarity with AI-enabled contact center capabilities, with the ability and willingness to develop deeper AI expertise as the technology evolves.
  • Experience with CRM and business platforms such as Salesforce, HubSpot, Zendesk, ServiceNow, NetSuite, Siebel, or similar systems is highly valuable.
  • Exposure to contact center platforms such as NICE, Dialpad, or Five9 and relevant professional certifications is preferred.
  • Strong analytical and problem-solving abilities, with the capacity to investigate and resolve both practical and complex technical challenges.
  • Excellent written and verbal communication skills, with the ability to build productive relationships and communicate technical concepts clearly to clients.
  • Strong organizational and project management skills, including the ability to manage multiple customer implementations and competing priorities.
  • Self-directed and comfortable operating with minimal supervision in a fast-paced, dynamic environment.
  • Willingness to support customers across different time zones and travel occasionally for customer engagements.
  • Ability to manage the full technical lifecycle of implementations while maintaining high standards for quality, reliability, and customer satisfaction.

  Benefits:

  • Competitive compensation for eligible U.S. locations, with a listed salary range of $88,200–$115,000 for full-time employees in specified states.
  • Eligibility for variable compensation and equity, depending on role and location.
  • Comprehensive medical, dental, vision, disability, and life insurance.
  • Health Savings Account (HSA), Flexible Spending Accounts (FSAs), and commuter benefits.
  • Voluntary supplemental health and life insurance options.
  • 401(k) matching and Employee Stock Purchase Plan (ESPP).
  • Paid time off and paid sick leave.
  • Paid parental and pregnancy leave.
  • Family-forming benefits, including support for IVF, preservation, and adoption.
  • Emergency backup care for children, adults, and pets.
  • Employee Assistance Program with 24/7 counseling support.
  • Access to free legal services, including legal advice, document creation, and estate planning.
  • Employee referral bonus program.
  • Student loan refinancing assistance.
  • One-to-one employee coaching, perks, and discounts.
  • Remote work environment with opportunities to collaborate across global teams.