Senior Contact Center Engineer

📋 Description

• Lead the design, engineering, implementation, support, and optimization of IVA and contact center
• Own advanced automation design patterns across voice and digital channels, including intents
• Engineer seamless automation-to-agent handoff experiences that preserve context, customer intent
• Design and engineer integrations connecting IVA capabilities to Five9, telephony platforms
• Own the continuous optimization backlog for IVA and automation capabilities using performance
• Monitor, analyze, and improve IVA and automation performance, identifying opportunities to improve

🎯 Requirements

• Bachelor's Degree with 5 years of relevant experience; OR Master's Degree in a relevant field with
• Experience designing, building, implementing, supporting, or optimizing contact center automation
• Strong understanding of contact center concepts including IVA, ACD, omnichannel routing, case
• Demonstrated ability to translate business requirements, customer journeys, and service objectives
• Experience engineering integrations with contact center platforms, telephony systems, CRM systems
• Ability to monitor and analyze solution performance using metrics such as containment, escalation

🎁 Benefits

• Paid time off (vacation, holidays, sick)
• Medical/dental/vision insurance
• 401(k)
• Eligible to participate in short-term incentive programs