CCaaS Engineer

CCaaS EngineerReq number: R7113 • Employment type: Full time • Worksite flexibility: RemoteJob SummaryDesign, implement, and maintain cloud-based contact center platforms. This role blends technical engineering, workflow design, automation, and cross-functional collaboration to ensure efficient, reliable, and intelligent customer experience operations. The ideal candidate has hands-on experience with leading CCaaS platforms and a strong understanding of telephony, routing, integrations, and conversational AI.What You'll DoDesign, configure, and maintain CCaaS solutions (e.g., Talkdesk, Genesys Cloud, NICE CXone, Amazon Connect, Five9)Build and optimize call flows, IVRs, routing logic, queues, and skills based distributionImplement omnichannel capabilities across voice, chat, email, SMS, and digital channelsManage telephony components including SIP trunks, DID provisioning, call recording, and QoS monitoringDevelop and maintain virtual agents, chatbots, and self-service workflowsTrain and tune conversational AI models for intent recognition and routingConfigure agent assist tools, real-time guidance, and automated summarization featuresIdentify automation opportunities using analytics and operational insightsIntegrate CCaaS platforms with CRM, ITSM, WFM, and knowledge systems using APIs and webhooksSupport data flows between systems to enable reporting, analytics, and real-time decisioningCollaborate with IT and engineering teams to ensure secure, scalable integrationsMonitor platform performance, call quality, and system healthTroubleshoot issues related to routing, telephony, integrations, and agent toolsAnalyze interaction data to improve containment, reduce handle time, and enhance customer effortPartner with operations to refine workflows based on agent and customer feedbackEnsure adherence to security, privacy, and compliance standards (e.g., PCI, HIPAA, SOC2)Maintain documentation, version control, and change management processesParticipate in vendor management, release reviews, and platform roadmap discussionsServe as a trusted SME, collaborating with leadership to shape client conversations, strengthen proposals, and guide decision makingWhat You'll NeedRequired:3+ years of experience with CCaaS platforms (Talkdesk, Genesys Cloud, NICE CXone, Amazon Connect, or similar)Experience integrating CCaaS platforms with CRM, ITSM, WFM, and knowledge systems using APIs and webhooksStrong understanding of call routing, IVR design, telephony fundamentals, and SIPExperience with APIs, JSON, webhooks, and basic scripting (Python, JavaScript, or similar)Familiarity with conversational AI tools (Dialogflow, Lex, Talkdesk AI Trainer, etc.)Experience managing, prioritizing and executing on a strategic roadmap related to a contact center platformAbility to translate business requirements into scalable technical solutionsStrong troubleshooting skills and comfort working in fast paced environmentsExcellent communication and cross-functional collaborationStrong problem solving mindset with attention to detailAbility to manage multiple priorities and deliver high quality workCustomer centric approach to engineering and designPrimarily standard business hours (Monday-Friday) with flexibility required during peak periods, business changes, or real-time monitoring needs. Occasional evening or weekend work may be required during critical business events.Preferred:Certifications in CCaaS platforms or cloud technologies (AWS, Azure, Google Cloud)Experience with CRM or ITSM integrations (Salesforce, ServiceNow, Zendesk, Jira)Knowledge of WFM, QM, and analytics toolsExposure to speech analytics, sentiment analysis, or AI driven insightsPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitorReasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.Compensation and Benefits$70,000 – $75,000 per year. The pay range may vary based on location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401(k) retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.Only work authorizations that will not require sponsorship now or in the future will be considered.J-18808-Ljbffr