Senior Call Center Engineer (Lead/Senior Specialist)

Summary: The Senior Call Center Engineer is a remote position focused on Unified Communications (UC) and Contact Center as a Service (CCaaS) platforms. This role involves high-level troubleshooting, architecture design, and strategic oversight within the contact center environment. The engineer will lead complex issue resolutions and manage vendor relationships while ensuring compliance with privacy regulations. A strong background in telephony and relevant certifications is essential for success in this position.

Key Responsibilities:

• System Architecture: Design and optimize the flow of calls, chats, and automated SMS responses within the Client contact center environment.
• Tier III Support: Lead the resolution of complex outages or systemic bugs that Junior engineers cannot resolve.
• Vendor Management: Interface with providers (like Cisco, Avaya, or Genesys) and manage service level agreements (SLAs).
• AI & Automation: Implement "Virtual Investigators" or AI voice-based assessments to speed up intake for 311 reports (e.g., potholes, signal outages).
• Security & Compliance: Ensure call recordings and user data comply with DC government privacy regulations.

Key Skills:

• Education: Bachelor’s degree in Computer Science, Electrical Engineering, or related field.
• Experience: Usually 5–8+ years in telephony or contact center engineering.
• Certifications: CCNP (Collaboration), Azure Solutions Architect, or specific CCaaS platform certifications.

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT