Senior Contact Center Engineer

Overview

About This Role

Are you passionate about creating exceptional customer experiences through cutting-edge contact center technology? We’re seeking a skilled Contact Center Solutions Architect to join our growing team in designing and implementing innovative communication solutions that transform how businesses connect with their customers.

This is a fully remote position with the flexibility to work from anywhere in the US. While proximity to Dallas would be beneficial, it’s not required. For those who prefer a hybrid approach, we have collaboration hubs in Plantation, Boston, Minneapolis, and Seattle.

What You’ll Do

• Design, configure, and implement sophisticated IVR/ACD solutions that enhance customer experiences and operational efficiency
• Serve as the resident expert on Genesys CloudCX capabilities, evaluating requests and transforming requirements into elegant architectural designs
• Provide proactive maintenance and complex troubleshooting, performing root-cause analysis to ensure maximum system reliability
• Lead unit and quality assurance testing to validate solution integrity
• Support customer acceptance testing, quickly resolving any issues that arise
• Collaborate with Telecom and infrastructure teams on strategic planning and special projects
• Continuously optimize contact center operations through innovative application of technology

What You’ll Bring

• Deep telephony expertise with thorough understanding of WebRTC, SIP, VoIP, and QoS principles
• 5+ years of hands-on experience supporting large-scale (1000+ agents), multi-site contact center environments
• Proven experience administrating and supporting Genesys Cloud (PureCloud)
• Demonstrated success in developing architect flows, scripts, and IVR/ACD attendant solutions
• Comprehensive knowledge of contact center technologies including ACD, dialers, call recordings, and workforce management tools
• Strong understanding of supporting technologies including remote desktop management, VoIP, databases, Active Directory, and middleware
• Knowledge of customer service methodologies and contact center performance metrics
• 1-10 years of experience enhancing enterprise telephony and contact center solutions
• Exceptional architecture and systems planning capabilities
• Expertise in omni-channel technologies and customer experience best practices
• Outstanding verbal and written communication skills to effectively collaborate with both technical and business stakeholders
• Analytical mindset with the ability to resolve ambiguity and find optimal solutions

Ideal Additional Qualifications

• Genesys Cloud certification
• Experience with CloudCX APIs and Architect flows
• WebRTC troubleshooting expertise
• Development skills in Java/JavaScript, HTML, and REST web services
• Proficiency with PureCloud APIs
• SQL and data analytics capabilities
• Experience integrating third-party APIs and web services

Why You’ll Love Working Here

Join an innovative team that’s revolutionizing customer engagement technology. You’ll work with cutting-edge cloud solutions, solve complex technical challenges, and directly impact business outcomes. With a remote-first approach and emphasis on work-life balance, you’ll have the flexibility to work where you perform best while collaborating with passionate experts across the country.

The target hiring compensation range for this role is $85 to $93 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

#LI-MM3

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.