CCaaS Platform Engineer

Job ID: 111457
Location: Tampa , Florida  [Remote]
Category: Infrastructure
Employment Type: Contract
Date Added: 11/07/2025
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We are seeking a highly skilled and experienced CCaaS Platform Engineer to join our dynamic team. This technical role involves overseeing the performance and reliability of a CCaaS platform, ensuring optimal operation and exceptional user experience in a telecom environment. The successful candidate will be instrumental in managing system health, call quality, and platform updates. This is a fully remote role and can be performed from an approved location.

Responsibilities

  • Monitor and maintain the CCaaS platform's uptime, call quality, and overall system health to ensure a consistent agent and customer experience.
  • Administer and configure call routing, queues, and Interactive Voice Response (IVR) systems according to operational and business requirements.
  • Act as the technical point of contact for contact center leadership, facilitating issue resolution, user support, and platform enhancements.
  • Manage relationships with CCaaS vendors and carriers, coordinate incident resolution, oversee service-level performance, and handle escalations.
  • Lead change management initiatives, including evaluating, testing, and implementing new platform features, integrations, and updates in collaboration with IT and operations teams.
  • Ensure compliance with industry standards and maintain documentation for system configurations and procedures.
  • Provide technical training and support to team members, enhancing their understanding of the platform and its features.
  • Stay updated on new technologies and trends in the CCaaS space to drive continuous improvement and innovation within the platform.

Qualifications

  • Proven experience as a CCaaS Platform Engineer or similar role within the telecom industry.
  • Strong technical expertise in CCaaS technologies and telecommunication systems.
  • Experience with configuring and managing IVRs, call routing, and queuing systems.
  • Ability to work effectively in a remote setting and collaborate with remote teams.
  • Excellent problem-solving skills and the ability to manage complex technical issues.
  • Strong interpersonal and communication skills to interact with various stakeholders.
  • Knowledge of industry compliance and regulatory standards related to telecommunications.
  • Ability to lead projects and implement strategic changes to enhance system performance.
  • Willingness to continuously learn and adapt to new technologies and changes in the industry.
  • Relevant certifications in CCaaS or telecommunications platforms are preferred.

Pay Range: $45.00-$65.00 per hour

This is a fully remote role and can be performed from an approved location.

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, “We care about people,” isn’t just a tagline – it’s the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women’s services, we pride ourselves on our commitment to quality and service.

GDH Benefits

GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee’s life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more!  For more detailed information on benefits, please go to GDH’s website under the tab for candidates.

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit our notice of collection for California applicants.

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