Lead Engineer - CCaaS Operations

Maximus is currently seeking a Lead Engineer - CCaaS Operations. As a member of the Maximus Contact Center CX team, the Lead Engineer should be able to configure, troubleshoot and support Contact Center as a Service, TTY and Fax solutions that make up the Contact Center environment at Maximus. The Lead Engineer will serve in a technical role and interact with others on the Contact Center team, other IT resources, internal Business, external Clients, and various vendors. This is a remote position. Essential Duties and Responsibilities: - Lead the design and development of complex software applications from business requirements in collaboration with other team members - Investigate new solutions, tools, products, and techniques to incorporate into coding standards. - Troubleshoot complex issues and produce detailed proposals to resolve. - Support testing and remediate defects - Guide, coach, and mentor entry and mid-level developers Essential Duties and Responsibilities: - Own end-to-end contact center implementation and ongoing support across all phases of the project lifecycle - Lead design of advanced cloud contact center solutions, including routing, IVR, workforce management, analytics, and reporting, incorporating AI technologies (e.g., Copilot, Amazon Bedrock, Amazon Q in Connect, Kore.ai, Murf.ai) - Translate complex technical concepts into clear guidance for non-technical stakeholders, clients, and cross-functional IT teams - Research emerging customer experience and conversational AI technologies; evaluate tools and contribute to continuous improvement of solution offerings - Analyze existing and new voice/data network environments and recommend scalable, resilient solutions - Gather, assess, and document technical requirements in support of business needs and RFP responses - Develop unit and integration test scenarios aligned with system requirements and evolving business processes - Troubleshoot, maintain, and upgrade contact center and supporting systems; proactively identify and resolve issues - Adhere to implementation standards, change control processes, and internal documentation practices - Communicate status, risks, and issues in a timely manner and collaborate with leadership to ensure on-time delivery - Support change management activities and create or update required technical and process artifacts - Participate in off-hours support as needed for critical incidents or outages - Perform additional duties as assigned by leadership Minimum Requirements '- Bachelor's degree in related field. - 7-10 years of relevant professional experience required. - Equivalent combination of education and experience considered in lieu of degree. Job Specific Minimum Requirements: - Bacheloru2019s degree in Telecommunications or related field and 7+ years of experience (or equivalent combination of education and experience) - Strong problem-solving skills with the ability to manage multiple priorities in fast-paced, deadline-driven environments - Excellent written and verbal communication skills; able to translate technical concepts for both technical and non-technical audiences - Ability to work independently and collaboratively with strong ownership and attention to detail - Deep experience with cloud contact center platforms (e.g., Genesys Cloud CX, Amazon Connect, NICE CXone), including IVR, call flows, routing, AI capabilities, workforce management, analytics, and reporting - Hands-on experience designing and implementing Amazon Connect solutions, including call flow development, Lex bot development, and integration to other AWS Services - Understanding of Generative AI fundamentals and enterprise guardrails - Strong knowledge of TCP/IP, SIP, and VoIP, with experience troubleshooting LAN/WAN and voice/data networks - Experience working with HTTP, REST APIs, and JSON integrations - Familiarity with tools such as Wireshark, Microsoft Server technologies, DHCP/DNS, Hyper-V, VMware ESXi, Visio, and Microsoft Office - While not immediately required, identified candidate must be

Created: 2026-05-11