Senior CCaaS Engineer

IDR is seeking a Senior CCaaS Engineer to join one of our top clients for a remote opportunity! This role focuses on architecting, optimizing, and supporting cloud-based contact center solutions, with a strong emphasis on NICE CXone platform integration, AI innovation, and complex system troubleshooting. The organization operates within the technology and communications industry, offering cutting-edge solutions for enterprise communication and automation.
Position Overview for the Senior CCaaS Engineer:

• Responsible for deep technical support and enhancements of existing cloud contact center architecture.
• Lead integrations with enterprise platforms like Salesforce, ServiceNow, and EPIC to streamline customer experiences.
• Design and deploy advanced AI and automation solutions, including conversational AI, chatbots, and voice agents.
• Act as a technical escalation point for major platform outages and troubleshoot complex system issues swiftly.
• Mentor engineering teams on scripting, AI deployment, and best practices to promote technical excellence.

Requirements for the Senior CCaaS Engineer:

• Extensive experience with NICE CXone, enterprise API integrations, and complex scripting.
• Proven expertise in AI technologies, including LLMs, web/chat bots, and voice agents.
• Strong background in implementing fraud protection systems and voice biometric solutions.
• Demonstrated ability to troubleshoot major outages and perform root-cause analysis efficiently.
• Bachelor\'s Degree in Computer Science, Information Technology, or equivalent technical experience.

What\'s in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated\'s Best of Staffing Client and Talent Award winner 12 years in a row.

#LI-Remote
By submitting this application, you acknowledge and consent to engage in conversation with a recruiter or virtual recruiter from IDR Inc. and its affiliates, and contracted partners by receiving calls, AI-generated calls, texts, or emails to the contact information provided. Please ensure that the contact information provided is one you are permitted to use and are authorized to receive such messages on. If your contact information changes during the application process, please notify IDR promptly. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can opt-out of receiving communications at any time by saying or replying with "STOP" and "HELP" for help. To view our privacy policy, you may access it here (;br>PandoLogic. Keywords: Contact Center Manager, Location: Malvern, PA - 19355