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: RemoteESSENTIAL DUTIES and RESPONSIBILITIES Include the following. Other duties may be assigned.Platform Engineering & AdministrationDesign, deploy, configure, and maintain CCaaS platforms including TrueBlue’s Genesys Cloud implementationBuild and optimize inbound/outbound call flows, IVR trees, ACD routing strategies, and skill-based routing configurationsManage omnichannel routing across voice, chat, email, SMS, and social messaging channelsCoordinate deployment of feature updates and perform vendor change management activitiesMonitor system health, availability, and performance using platform; respond to incidents and escalate as appropriateAdministrate user access, roles, and permissionsIntegration DevelopmentDevelop, configure, and maintain CRM integrations with Salesforce, ServiceNow, Zendesk, and internal homegrown CRM applications via REST/SOAP APIs, webhooks, and middleware platformsBuild screen-pop, click-to-dial, and embedded softphone integrations between CCaaS platforms and CRM systemsImplement CTI (Computer Telephony Integration) solutions and ensure accurate data synchronization between contact center and CRM platformsCollaborate with development teams on custom API connectors, data transformation logic, and event-driven workflowsReporting, Quality & ComplianceBuild and maintain real-time and historical reporting dashboards, support wallboard and supervisor monitoring configurationsAssist with call recording, Quality Management (QM), and Workforce Management (WFM) platform configurationsEnsure contact center systems adhere to security, compliance, and data privacy standards Document technical configurations, architecture diagrams, runbooks, and change management recordsCollaboration & SupportServe as a Tier 2/3 escalation resource for contact center platform issues; partner with vendor technical support as neededWork with contact center operations leadership to gather requirements, assess impact of changes, and deliver solutions aligned to business objectivesEvaluate emerging contact center technologies (AI/virtual agents, conversational IVR, real-time transcription, sentiment analysis) and provide recommendationsParticipate in on-call rotationEDUCATION and EXPERIENCE Bachelor’s degree in computer science, information technology, telecommunications, or a related field — or equivalent combination of education and experience2–4 years of hands-on experience in contact center engineering, telecommunications engineering, or a closely related IT infrastructure roleDemonstrated experience administering or engineering at least one enterprise CCaaS platform (Genesys Cloud strongly preferred)Proven track record integrating CCaaS platforms with CRM applications via APIsExperience with SIP/VoIP protocols, PSTN connectivity, SBCs, and carrier management is a plusExperience with UCaaS platforms including Webex cloud calling is a plusCORE KNOWLEDGE and SKILLSHands-on administration experience with Genesys Cloud, Amazon Connect, Cisco Webex Contact Center, NICE CXone, Five9, or other CCaaS platformsAbility to design and configure IVR call flows, ACD routing, and omnichannel queuing within one or more CCaaS environmentsFamiliarity with platform-native reporting tools, agent desktop configurations, and supervisor monitoring featuresDemonstrated ability to integrate CCaaS platforms with Salesforce, ServiceNow, Zendesk, and/or homegrown CRM applicationsProficiency building and consuming REST and SOAP APIs, webhooks, and event-driven integrationsWorking knowledge of OAuth 2.0 authentication patterns and secure API design practicesExperience developing screen-pop, click-to-dial, and embedded softphone CTI integrations between CRM and contact center platformsAbility to gather, analyze, and translate business and operational requirements into technical contact center solutionsStrong written and verbal communication skills with the ability to produce clear technical documentation, runbooks, and architecture diagramsProven ability to collaborate effectively across engineering, operations, and business stakeholder teamsAnalytical problem-solving skills with a structured approach to root cause analysis and incident resolutionExperience managing vendor relationships and navigating technical