Description

You will own the design, deployment, and integration of CCaaS platforms and contact center infrastructure in Baltimore, MD.

Responsibilities

• Lead the design, deployment, and configuration of CCaaS platforms (Genesys, Nice, Five9, Amazon Connect) and integrate with Avaya PBX systems.
• Design, develop, and support self-service IVR applications, including infrastructure for application servers, prompt servers, and load balancers.
• Develop custom APIs using REST, SOAP, and JSON to integrate third-party systems (CRM, WFM, billing) with CCaaS solutions.
• Manage implementation and optimization of call recording solutions (Verint, NICE) for compliance and quality monitoring.
• Oversee predictive, preview, and power dialer configurations to optimize agent productivity and ensure TCPA compliance.

Required Skills

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

Key Skills

Education

Any Gradute