CCaaS Platform Engineer
CCaaS Platform Architect | Telecom Engineer
Job Overview
- The CCaaS Implementation Engineer (Contract) will serve as the technical lead for the selection, design, and implementation of the company’s new Contact Center as a Service (CCaaS) platform.
- This individual will work closely with internal IT, Call Center leadership, and vendor partners to evaluate potential platforms, plan migration from legacy systems, define call flows and integrations, and execute the build and rollout plan.
- This is a hands-on, execution-focused role requiring deep experience implementing and integrating modern CCaaS technologies in complex, multi-system environments.
- environments.
Responsibilities and Duties
- Lead platform evaluation and selection — Assess and compare CCaaS solutions (e.g., Genesys Cloud CX, NICE CXone, Five9, Talkdesk, Amazon Connect) against business, technical, and security requirements.
- Define solution architecture and integration approach — Map out system integrations with CRM (Salesforce), Workforce Management (WFM), and analytics systems.
- Design call flows, IVRs, and routing logic — Develop optimized routing architecture, queue structures, and IVR paths that align with call center operational needs.
- Implement and configure the chosen CCaaS platform — Execute setup, configuration, and testing of call flows, agent profiles, and system connections.
- Develop and document operational procedures — Create configuration documentation, admin guides, and troubleshooting runbooks to support long-term ownership.
- Coordinate with internal teams — Collaborate with Infrastructure, Application Development, and Call Center leadership to ensure successful rollout and change management.
- Transition support — Provide training and handoff to the internal CCaaS Platform Engineer or IT team for ongoing administration and maintenance.
Qualifications
Required
- 5+ years of experience implementing CCaaS or Unified Communications platforms
- Hands-on experience with one or more major CCaaS providers (e.g., Genesys, NICE, Five9, Talkdesk, Amazon Connect, Cisco, RingCentral)
- Strong understanding of call routing, IVRs, ACDs, and agent workflow design
- Working knowledge of telephony concepts (SIP, QoS, codecs, trunking, SBCs)
- Demonstrated success integrating CCaaS systems with CRM platforms (Salesforce preferred)
- Experience leading technical implementations including migration, testing, and go-live
- Excellent communication and documentation skills
- Strong vendor management and project coordination experience
Preferred
- Background in infrastructure or voice systems engineering
- Experience with Workforce Management (WFM), QA, or analytics integrations
- Familiarity with change control and ITIL frameworks
- Experience in regulated environments (SOC 2, HIPAA, HITRUST)
- Technical certifications in CCaaS or voice systems (e.g., Genesys Cloud, NICE CXone, AWS CCP)
Work From Home Requirements
The employee must provide their own reliable, high-speed internet with sufficient bandwidth (25/25 Mbps) to execute all job functions. Additionally, the employee must provide a private workspace with a desk and chair, free from distraction.
Physical Demands and Working Conditions
Duties are performed primarily in a home office setting utilizing Company provided computer equipment. While performing the duties of this job, you will regularly sit and talk. The employee is frequently required to use their hands. Employee will occasionally be required to stand and walk. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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