Senior Contact Center Engineer

At least 7+ years of experience administering enterprise Contact Center Platforms

. Strong hands-on experience with at least one major enterprise contact center platform (e.g., Cisco, Genesys, Avaya, NICE, Amazon Connect, Five9, or similar enterprise grade solutions)

. Hands-on experience in Cisco Finesse, UCCE, and Genesys Engage environments.

. Proven experience managing agent lifecycle, skills configuration, routing profiles, queues, and desktop settings

. Strong understanding of contact center routing concepts including skill-based routing, queue management, agent states, and call variable handling

. Experience working in high availability production environments

. Experience supporting platform upgrades, migrations, or transformation initiatives

. Strong troubleshooting, configuration governance, and change management skills