Lead Engineer - CCaaS Operations

Maximus is currently seeking a Lead Engineer - CCaaS Operations to join their Contact Center CX team. The Lead Engineer will design and develop complex software applications, support CCaaS solutions, and mentor junior developers while collaborating with various stakeholders.

Responsibilities:

• Lead the design and development of complex software applications from business requirements in collaboration with other team members
• Investigate new solutions, tools, products, and techniques to incorporate into coding standards
• Troubleshoot complex issues and produce detailed proposals to resolve
• Support testing and remediate defects
• Guide, coach, and mentor entry and mid-level developers
• Own end-to-end contact center implementation and ongoing support across all phases of the project lifecycle
• Lead design of advanced cloud contact center solutions, including routing, IVR, workforce management, analytics, and reporting, incorporating AI technologies (e.g., Copilot, Amazon Bedrock, Amazon Q in Connect, Kore.ai, Murf.ai)
• Translate complex technical concepts into clear guidance for non-technical stakeholders, clients, and cross-functional IT teams
• Research emerging customer experience and conversational AI technologies; evaluate tools and contribute to continuous improvement of solution offerings
• Analyze existing and new voice/data network environments and recommend scalable, resilient solutions
• Gather, assess, and document technical requirements in support of business needs and RFP responses
• Develop unit and integration test scenarios aligned with system requirements and evolving business processes
• Troubleshoot, maintain, and upgrade contact center and supporting systems; proactively identify and resolve issues
• Adhere to implementation standards, change control processes, and internal documentation practices
• Communicate status, risks, and issues in a timely manner and collaborate with leadership to ensure on-time delivery
• Support change management activities and create or update required technical and process artifacts
• Participate in off-hours support as needed for critical incidents or outages
• Perform additional duties as assigned by leadership

Requirements:

• Bachelor's degree in related field
• 7-10 years of relevant professional experience required
• Equivalent combination of education and experience considered in lieu of degree
• Bachelor's degree in Telecommunications or related field and 7+ years of experience (or equivalent combination of education and experience)
• Strong problem-solving skills with the ability to manage multiple priorities in fast-paced, deadline-driven environments
• Excellent written and verbal communication skills; able to translate technical concepts for both technical and non-technical audiences
• Ability to work independently and collaboratively with strong ownership and attention to detail
• Deep experience with cloud contact center platforms (e.g., Genesys Cloud CX, Amazon Connect, NICE CXone), including IVR, call flows, routing, AI capabilities, workforce management, analytics, and reporting
• Hands-on experience designing and implementing Amazon Connect solutions, including call flow development, Lex bot development, and integration to other AWS Services
• Understanding of Generative AI fundamentals and enterprise guardrails
• Strong knowledge of TCP/IP, SIP, and VoIP, with experience troubleshooting LAN/WAN and voice/data networks
• Experience working with HTTP, REST APIs, and JSON integrations
• Familiarity with tools such as Wireshark, Microsoft Server technologies, DHCP/DNS, Hyper-V, VMware ESXi, Visio, and Microsoft Office
• While not immediately required, identified candidate must be 'clear-able' for both Federal Civilian and DoD work including Public Trust clearance
• Background in software development (e.g., Java, C#, .NET, Python, PHP, or web scripting) is a plus
• Genesys Cloud Certified Professional (GCP-GC)
• AWS Certified Cloud Practitioner