Natalie Inchiosa

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.