Key skills
CCaaS platformsTelephony fundamentalsAPI integrationConversational AI toolsSIPCall routingTroubleshooting skillsCustomer centric approachCommunication skillsProblem solvingCross functional collaborationJavaScriptPythonAIAnalyticsAWSAzureGoogle CloudVersion ControlServiceNowSalesforceCRMJiraChange ManagementCommunicationProblem SolvingCollaboration
About this role
CAI is a global services firm with over 40 years of experience in uniting talent and technology. They are seeking a highly skilled Contact Center Engineer responsible for designing, implementing, and maintaining cloud-based contact center platforms, ensuring efficient and reliable customer experience operations.
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
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
- 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