Contact Center Solutions Engineer

Contact Center Solutions Engineer Req number: R7113 Employment type: Full time Worksite flexibility: Remote About Us CAI is a globally recognized services firm with over 9,000 associates, operating with a yearly revenue exceeding $1.3 billion. With more than 40 years of experience, we excel in merging talent and technology to create impactful solutions for clients, colleagues, and communities. As a privately held organization, we are committed to doing what is right and maintaining focus on our objectives without compromise. Our tailored solutions drive lasting results in both public and commercial sectors, and we are pioneers in promoting neurodiversity within the enterprise. Job Summary Join our innovative team as a Contact Center Solutions Engineer, responsible for the design, implementation, and maintenance of our cloud-based contact center platforms. This exciting opportunity blends technical engineering, workflow design, automation, and cross-functional collaboration to enhance the efficiency and reliability of our customer experience operations. The ideal candidate will have direct experience with leading CCaaS platforms and a solid understanding of telephony, routing, integration, and conversational AI technologies. This is a full-time, remote position. Please note: Only candidates with work authorizations that will not require sponsorship now or in the future will be considered. Key Responsibilities Design, configure, and maintain cloud contact center solutions (e.g., Talkdesk, Genesys Cloud, NICE CXone, Amazon Connect, Five9). Build and optimize call flows, IVRs, routing logic, queues, and skills-based distribution. Implement omnichannel capabilities across voice, chat, email, SMS, and digital channels to enhance customer experience. Manage telephony components, including SIP trunks, DID provisioning, call recording, and QoS monitoring. Develop and maintain virtual agents, chatbots, and self-service workflows. Train and enhance conversational AI models for improved intent recognition and routing. Configure agent assist tools, real-time guidance, and automated summarization features. Identify automation opportunities through analytics and operational insights. Integrate CCaaS platforms with CRM, ITSM, WFM, and knowledge systems using APIs and webhooks. Support data flows for reporting, analytics, and real-time decision-making. Collaborate with IT and engineering teams to ensure seamless, secure integrations. Monitor platform performance, call quality, and system health. Troubleshoot issues with routing, telephony, integrations, and agent tools. Analyze interaction data to enhance containment, reduce handle time, and optimize customer effort. Work with operations to refine workflows based on feedback from agents and customers. Ensure compliance with security, privacy, and regulatory standards (e.g., PCI, HIPAA, SOC2). Maintain documentation, version control, and change management processes. Participate in vendor management, release reviews, and platform roadmap discussions. Required Qualifications 3+ years of experience with leading CCaaS platforms (Talkdesk, Genesys Cloud, NICE CXone, Amazon Connect, etc.). Experience integrating CCaaS with CRM, ITSM, WFM, and knowledge systems using APIs and webhooks. Strong understanding of call routing, IVR design, telephony fundamentals, and SIP. Proficiency with APIs, JSON, webhooks, and basic scripting (Python, JavaScript, or similar). Familiarity with conversational AI tools (e.g., Dialogflow, Lex, Talkdesk AI Trainer). Experience managing and executing strategic roadmaps related to contact center platforms. Adept at translating business requirements into scalable technical solutions. Excellent troubleshooting skills with a proactive approach in fast-paced environments. Strong communication skills and ability to engage in cross-functional teamwork. Detail-oriented with a strong problem-solving mindset and customer-focused design approach. Flexibility to accommodate standard business hours and occasional peak periods of demand or critical events. Preferred Qualifications Certifications in CCaaS platforms or cloud technologies (e.g., AWS, Azure, Google Cloud). Experience with CRM or ITSM integrations (Salesforce, ServiceNow, Zendesk, Jira). Knowledge of workforce management, quality management, and analytics tools. Exposure to speech analytics, sentiment analysis, or AI-driven insights. Physical Demands Ability to perform essential job functions in accordance with ADA and local standards. Primarily sedentary role requiring occasional movement for meetings. Capability to conduct repetitive tasks on a computer using mouse, keyboard, and monitor. This position offers a salary range of $70,000 - $75,000 per year. Compensation may vary based on location, experience, and education. Benefits include medical, dental, and vision insurance, 401k retirement account access, paid time off, and other paid leave as mandated by law.

Created: 2026-03-11