Overview:
The Contact Center Engineer is responsible for designing, implementing, and maintaining the organization's contact center technology infrastructure. Working within a collaborative engineering team, this role plays a key part in delivering seamless omnichannel customer experiences through cloud-based CCaaS platforms, telephony integrations, and CRM connectivity. The ideal candidate brings hands-on experience with modern contact center platforms — particularly Genesys Cloud — and a strong ability to translate business requirements into reliable, scalable technical solutions. This position operates with a moderate degree of independence while partnering closely with IT, operations, and customer experience stakeholders.
Location: Remote
ESSENTIAL DUTIES and RESPONSIBILITIES
Include the following. Other duties may be assigned.
- Platform Engineering & Administration
- Design, deploy, configure, and maintain CCaaS platforms including TrueBlue’s Genesys Cloud implementation
- Build and optimize inbound/outbound call flows, IVR trees, ACD routing strategies, and skill-based routing configurations
- Manage omnichannel routing across voice, chat, email, SMS, and social messaging channels
- Coordinate deployment of feature updates and perform vendor change management activities
- Monitor system health, availability, and performance using platform; respond to incidents and escalate as appropriate
- Administrate user access, roles, and permissions
- Integration Development
- Develop, configure, and maintain CRM integrations with Salesforce, ServiceNow, Zendesk, and internal homegrown CRM applications via REST/SOAP APIs, webhooks, and middleware platforms
- Build screen-pop, click-to-dial, and embedded softphone integrations between CCaaS platforms and CRM systems
- Implement CTI (Computer Telephony Integration) solutions and ensure accurate data synchronization between contact center and CRM platforms
- Collaborate with development teams on custom API connectors, data transformation logic, and event-driven workflows
- Reporting, Quality & Compliance
- Build and maintain real-time and historical reporting dashboards, support wallboard and supervisor monitoring configurations
- Assist with call recording, Quality Management (QM), and Workforce Management (WFM) platform configurations
- Ensure contact center systems adhere to security, compliance, and data privacy standards
- Document technical configurations, architecture diagrams, runbooks, and change management records
- Collaboration & Support
- Serve as a Tier 2/3 escalation resource for contact center platform issues; partner with vendor technical support as needed
- Work with contact center operations leadership to gather requirements, assess impact of changes, and deliver solutions aligned to business objectives
- Evaluate emerging contact center technologies (AI/virtual agents, conversational IVR, real-time transcription, sentiment analysis) and provide recommendations
- Participate in on-call rotation
EDUCATION and EXPERIENCE
- Bachelor’s degree in computer science, information technology, telecommunications, or a related field — or equivalent combination of education and experience
- 2–4 years of hands-on experience in contact center engineering, telecommunications engineering, or a closely related IT infrastructure role
- Demonstrated experience administering or engineering at least one enterprise CCaaS platform (Genesys Cloud strongly preferred)
- Proven track record integrating CCaaS platforms with CRM applications via APIs
- Experience with SIP/VoIP protocols, PSTN connectivity, SBCs, and carrier management is a plus
- Experience with UCaaS platforms including Webex cloud calling is a plus
CORE KNOWLEDGE and SKILLS
- Hands-on administration experience with Genesys Cloud, Amazon Connect, Cisco Webex Contact Center, NICE CXone, Five9, or other CCaaS platforms
- Ability to design and configure IVR call flows, ACD routing, and omnichannel queuing within one or more CCaaS environments
- Familiarity with platform-native reporting tools, agent desktop configurations, and supervisor monitoring features
- Demonstrated ability to integrate CCaaS platforms with Salesforce, ServiceNow, Zendesk, and/or homegrown CRM applications
- Proficiency building and consuming REST and SOAP APIs, webhooks, and event-driven integrations
- Working knowledge of OAuth 2.0 authentication patterns and secure API design practices
- Experience developing screen-pop, click-to-dial, and embedded softphone CTI integrations between CRM and contact center platforms
- Ability to gather, analyze, and translate business and operational requirements into technical contact center solutions
- Strong written and verbal communication skills with the ability to produce clear technical documentation, runbooks, and architecture diagrams
- Proven ability to collaborate effectively across engineering, operations, and business stakeholder teams
- Analytical problem-solving skills with a structured approach to root cause analysis and incident resolution
- Experience managing vendor relationships and navigating technical support escalation processes
- Proficiency with project and documentation tools including Jira and Confluence
- Working knowledge of SIP/VoIP protocols, WebRTC, and PSTN connectivity concepts
SUPERVISORY RESPONSIBILITIES
- This position will not have any direct supervisory responsibilities.
Salary Range: $77,150 - $96,500 annually, depending on experience and geographic location.
Please note that actual compensation offered may vary based on local pay requirements, and will meet or exceed state-specific minimum wage or salary thresholds.
Benefits and Well-Being:
We offer a competitive benefits package, including 6 paid holidays, 1 paid floating holiday and up to 20 days of Paid Time Off per year, Medical/Dental/Vision insurance, Company-matching 401(k) and Employee Stock Purchase Program, in addition to other programs and perks. More details about our benefits can be found here.
We consider qualified applicants with arrest and conviction records in accordance with applicable law.
TrueBlue, Inc. and its brands welcome and encourage applications from candidates with disabilities. Accommodations are available upon request for candidates taking part in the application or interview process. If you require disability-related accommodation during the application or interview process, please contact your Recruiter directly, Employee Relations at [email protected], or 1-800-610-8920. TrueBlue, Inc. and its brands will consult with all applicants who request disability-related accommodation during the application or interview process to ensure that the accommodation provided takes into account the applicant’s individual accessibility needs.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
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