Contact Center Engineer

TrueBlue•United States,

14h•$77,150 - $96,500•Remote

About The Position

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.

Requirements

Bachelor’s degree in computer science, information technology, telecommunications, or a related field — or equivalent combination of education and experience
2–4 years of hands-on experience in contact center engineering, telecommunications engineering, or a closely related IT infrastructure role
Demonstrated experience administering or engineering at least one enterprise CCaaS platform (Genesys Cloud strongly preferred)
Proven track record integrating CCaaS platforms with CRM applications via APIs
Experience with SIP/VoIP protocols, PSTN connectivity, SBCs, and carrier management is a plus
Experience with UCaaS platforms including Webex cloud calling is a plus
Hands-on administration experience with Genesys Cloud, Amazon Connect, Cisco Webex Contact Center, NICE CXone, Five9, or other CCaaS platforms
Ability to design and configure IVR call flows, ACD routing, and omnichannel queuing within one or more CCaaS environments
Familiarity with platform-native reporting tools, agent desktop configurations, and supervisor monitoring features
Demonstrated ability to integrate CCaaS platforms with Salesforce, ServiceNow, Zendesk, and/or homegrown CRM applications
Proficiency building and consuming REST and SOAP APIs, webhooks, and event-driven integrations
Working knowledge of OAuth 2.0 authentication patterns and secure API design practices
Experience developing screen-pop, click-to-dial, and embedded softphone CTI integrations between CRM and contact center platforms
Ability to gather, analyze, and translate business and operational requirements into technical contact center solutions
Strong written and verbal communication skills with the ability to produce clear technical documentation, runbooks, and architecture diagrams
Proven ability to collaborate effectively across engineering, operations, and business stakeholder teams
Analytical problem-solving skills with a structured approach to root cause analysis and incident resolution
Experience managing vendor relationships and navigating technical support escalation processes
Proficiency with project and documentation tools including Jira and Confluence
Working knowledge of SIP/VoIP protocols, WebRTC, and PSTN connectivity concepts

Responsibilities

Design, deploy, configure, and maintain CCaaS platforms including TrueBlue’s Genesys Cloud implementation
Build and optimize inbound/outbound call flows, IVR trees, ACD routing strategies, and skill-based routing configurations
Manage omnichannel routing across voice, chat, email, SMS, and social messaging channels
Coordinate deployment of feature updates and perform vendor change management activities
Monitor system health, availability, and performance using platform; respond to incidents and escalate as appropriate
Administrate user access, roles, and permissions
Develop, configure, and maintain CRM integrations with Salesforce, ServiceNow, Zendesk, and internal homegrown CRM applications via REST/SOAP APIs, webhooks, and middleware platforms
Build screen-pop, click-to-dial, and embedded softphone integrations between CCaaS platforms and CRM systems
Implement CTI (Computer Telephony Integration) solutions and ensure accurate data synchronization between contact center and CRM platforms
Collaborate with development teams on custom API connectors, data transformation logic, and event-driven workflows
Build and maintain real-time and historical reporting dashboards, support wallboard and supervisor monitoring configurations
Assist with call recording, Quality Management (QM), and Workforce Management (WFM) platform configurations
Ensure contact center systems adhere to security, compliance, and data privacy standards
Document technical configurations, architecture diagrams, runbooks, and change management records
Serve as a Tier 2/3 escalation resource for contact center platform issues; partner with vendor technical support as needed
Work with contact center operations leadership to gather requirements, assess impact of changes, and deliver solutions aligned to business objectives
Evaluate emerging contact center technologies (AI/virtual agents, conversational IVR, real-time transcription, sentiment analysis) and provide recommendations
Participate in on-call rotation