Principal Contact Center Engineer

Job Description

The role is a client-facing position focused on designing, building, and improving modern contact center experiences using AI, voice, and CCaaS technologies. This includes Copilot Studio, Dynamics 365 Contact Center, Genesys Cloud, Cisco Webex Contact Center, and related CRM and backend integrations. You’ll work closely with architects and delivery teams to create scalable, secure, and practical solutions that improve both customer and agent experiences.

You’re expected to think critically, ask questions, and figure things out. You’ll solve real business problems across voice, chat, and digital channels, translate business needs into technical solutions, and challenge assumptions when needed. This role is ideal for someone who is curious, positive, hands-on, and motivated to keep learning as AI-first contact center technology evolves.

Skills and Requirements

• 4+ years of experience supporting contact center, CRM, Microsoft 365, Power Platform, or enterprise technology solutions.

• Hands-on experience with one or more contact center platforms, such as Dynamics 365 Contact Center, Genesys Cloud, or Cisco Webex Contact Center.

• Experience designing or supporting IVRs, call flows, routing logic, queues, escalation paths, or omnichannel service experiences.

• Working knowledge of voice/telephony concepts such as SIP, call routing, numbers, queues, IVR, and agent availability.

• Experience translating business requirements into technical designs, configurations, test plans, or implementation tasks.

• Strong client-facing communication skills and ability to work across business, technical, and delivery teams.

• Ability to troubleshoot complex issues across systems, integrations, permissions, and user experience layers.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].