CCaaS Engineer/Analyst

Access Data Consulting Corporation; United States; Remote; USD 150,000 - 170,000; Full time

Job summary

A leading consulting corporation is seeking a CCaaS Sr Engineer/Analyst for a 12-month remote contract. The role requires expertise in contact center solutions, collaboration with cross-functional departments, and a strong understanding of customer engagement technology. Ideal candidates will have significant experience in developing and managing solutions within leading CCaaS platforms, helping to enhance overall contact center performance.

Benefits

Medical insurance

Vision insurance

401(k)

Qualifications

• 4-6 years of relevant experience in a technical role.
• Proficiency in developing scripts for NICE CXone.
• Experience with integrations in ServiceNow and Salesforce.

Responsibilities

• Design omni-channel integrations and call flows using APIs.
• Collaborate with IT and Business stakeholders for project success.
• Analyze KPIs to recommend operational improvements.

Skills

Technical support for contact center platforms

Developing scripts and interfaces

Analyzing call center data

Job description

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Access Data Consulting Corporation provided pay range

This range is provided by Access Data Consulting Corporation. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$75.00/hr - $85.00/hr

100% Remote

12 month contract

We are seeking a highly skilled CCaaS Sr Engineer/Analyst to serve as a technical lead, driving the implementation and support of complex contact center solutions. In this pivotal role, you will collaborate with cross-functional departments and multiple call centers to build, scale, and maintain our Call Center as a Service (CCaaS) platform. You will partner closely with Project Managers, Engineers, IT, and various Business Stakeholders to achieve strategic outcomes, taking ownership of the full solution lifecycle from requirements gathering to design, build, and deployment.

Key Responsibilities:

• Design omni-channel call flows and complex integrations with back-end systems using Application Program Interfaces (APIs).
• Manage and develop solutions within leading CCaaS platforms such as NICE CXone and TalkDesk.
• Design, build, and deploy call flows, IVRs (Interactive Voice Response), and skills-based routing for voice, chat, email, and SMS contact center technology.
• Leverage deep understanding of integrations with CRM tools like ServiceNow, Salesforce, and Siebel.
• Analyze call center data, Key Performance Indicators (KPIs), and performance metrics to derive insights, identify trends, and recommend strategies for operational improvement.
• Collaborate with IT leadership and stakeholders to gather user Requirements, define system functionality, and develop robust solutions on the CCaaS platform and integrated CRM systems.

Required Qualifications:

• 4-6 years of relevant experience in a technical role supporting contact center or CCaaS platforms.
• Proficiency in developing scripts and interfaces for the NICE CXone Application.
• Demonstrated experience in development and integrations within ServiceNow and Salesforce.
• Strong understanding of CCaaS components (ACD, IVR, Auto Dialer, etc.) is strongly preferred.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Industries

  Software Development and IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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