CCaaS Engineer

CAI

10d•Remote

About The Position

As a CCaaS Engineer, you will be responsible for designing, implementing, and maintaining our cloud‑based contact center platforms. We are seeking a highly skilled and motivated Contact Center Engineer to join our dynamic team. The CCaaS Engineer is responsible for designing, implementing, and maintaining our cloud‑based contact center platforms. This role blends technical engineering, workflow design, automation, and cross‑functional collaboration to ensure our customer experience operations run efficiently, reliably, and intelligently. The ideal candidate has hands‑on experience with leading CCaaS platforms and a strong understanding of telephony, routing, integrations, and conversational AI. This position will be full-time and remote. Only work authorizations that will not require sponsorship now or in the future will be considered.

Requirements

3+ years of experience with CCaaS platforms (Talkdesk, Genesys Cloud, NICE CXone, Amazon Connect, or similar)
Demonstrated experience integrating CCaaS platforms with CRM, ITSM, WFM, and knowledge systems using APIs and webhooks
Strong understanding of call routing, IVR design, telephony fundamentals, and SIP
Experience 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 platform
Ability to translate business requirements into scalable technical solutions
Strong troubleshooting skills and comfort working in fast paced environments
Excellent communication and cross functional collaboration
Strong problem solving mindset with attention to detail
Ability to manage multiple priorities and deliver high quality work
Customer centric approach to engineering and design
Primarily 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.

Nice To Haves

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 tools
Exposure to speech analytics, sentiment analysis, or AI driven insights

Responsibilities

Design, 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 distribution
Implement omnichannel capabilities across voice, chat, email, SMS, and digital channels
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 tune conversational AI models for intent recognition and routing
Configure agent assist tools, real time guidance, and automated summarization features
Identify automation opportunities using analytics and operational insights
Integrate CCaaS platforms with CRM, ITSM, WFM, and knowledge systems using APIs and webhooks
Support data flows between systems to enable reporting, analytics, and real time decisioning
Collaborate with IT and engineering teams to ensure secure, scalable integrations
Monitor platform performance, call quality, and system health
Troubleshoot issues related to routing, telephony, integrations, and agent tools
Analyze interaction data to improve containment, reduce handle time, and enhance customer effort
Partner with operations to refine workflows based on agent and customer feedback
Ensure adherence to security, privacy, and compliance standards (e.g., PCI, HIPAA, SOC2)
Maintain documentation, version control, and change management processes
Participate in vendor management, release reviews, and platform roadmap discussions
Serve as a trusted SME, collaborating with leadership to shape client conversations, strengthen proposals, and guide decision making