Senior Contact Center Engineer
Join Western & Southern – Somewhere You Want to BeWestern & Southern is somewhere to grow, lead, win and do good for others. Our supportive culture, continuous learning opportunities and connection to our local communities make our company the ideal place for a career. For more than 137 years, our long-term success has been fueled by a deep commitment to customer service and our community.Headquartered in Cincinnati, W&S is a Fortune 500® company recognized as one of America’s Best Midsize Employers by Forbes. Our commitment to career growth and employee development earned us a top 100 ranking on the American Opportunity Index (AOI). We are dedicated to creating opportunities for our associates to grow and succeed. We take pride in our award-winning talent development team and our recognition as a Top 10 Military Friendly Employer and Top Spouse Employer.Hear what our associates say about their experience at W&S!Our Culture: Excellence and CollaborationWestern & Southern is built on a culture of integrity, top-notch performance, teamwork and collaboration. We’re committed to hiring and developing professionals who strive for excellence, demonstrate strong ethics and make fact-based decisions. Our associates are empowered to chase their career dreams while being supported every step of the way.A Day in the Life of a Senior Contact Center EngineerWe are seeking a highly skilled Senior Contact Center Engineer / Architect to help modernize and scale our contact center platforms. This role is critical in delivering innovative, customer-centric solutions that enhance sales, service, and operational efficiency across the enterprise.You’ll work at the intersection of cloud, telephony, and software engineering, designing and evolving next-generation contact center capabilities including omni-channel routing, intelligent automation, agentic and real-time customer engagement.What You’ll DoDesign, build, and enhance enterprise contact center solutions across voice, chat, email, and workflow channelsAdvance ACD, IVR, and predictive dialer capabilities to support blended inbound/outbound strategiesLead development of intelligent routing, NLP-driven IVR, and automation solutionsDeliver CTI integrations and screen-pop solutions to improve agent experience and customer outcomesPartner with cross-functional teams to translate business needs into scalable technical solutionsContribute to and occasionally lead Agile delivery efforts, including backlog management and sprint executionMentor junior engineers and promote engineering best practices and continuous improvementEnsure solutions meet security, compliance, and performance standardsEvaluate and implement emerging technologies to keep the platform competitive and future-readyWhat You Bring7–10 years of experience in medium-to-large scale contact center environments3–5 years of hands-on experience in contact center platform developmentDeep expertise in platforms such as Genesys, NICE, or Five9Strong understanding of ACD, IVR, CTI, speech/NLP, and dialer technologiesExperience with modern development technologies (JavaScript/TypeScript, Angular, Java, .NET, APIs)Familiarity with cloud platforms (AWS preferred)Proven ability to simplify complex systems and communicate effectively with business stakeholdersStrong collaboration skills with the ability to lead and influence across teamsAgile mindset with a passion for innovation and continuous improvementPreferred QualificationsLeadership experience in contact center engineering teamsTelecommunications backgroundNICE Certified Application Professional (NCAP) or similar certificationExperience with Agentic/Conversational AI platformsPremier Benefits to Support YouWe offer a comprehensive benefits package, including:Medical, dental, vision, and life insurance.401(k) savings plan with pension options.Paid time off increasing with tenure.Tuition reimbursement and individualized career development plans.Parental leave and maternity leave with a 4-week transition back to work.Access to on-site amenities like a fitness center, cafeteria and more.Extensive employee discount program.Western & Southern is not just a place to work—it’s somewhere to grow, lead, win and make a difference in your career and community. Learn more atwww.westernsouthern.com/careers/home-office-careers.From Fortune ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 500 are registered trademarks of Fortune Media IP Limited and are used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse the products or services of Western & Southern Financial Group.