Cloud Contact Center AI & Automation Engineer (Remote)

TEKsystems; Atlanta (GA); On-site; USD 61,992 - 68,880; Full time

Job summary

TEKsystems seeks a Contact Center Systems Engineer with 3-5 years of experience to support, administer, and optimize cloud contact center platforms. You will drive AI and automation initiatives to improve customer engagement channels and agent experiences, while ensuring stable operations and scalable workflows.

You will configure routing, IVRs, queues, and agent experiences, collaborate with cross-functional teams, and help implement integrations with CRM systems and other apps.

Qualifications

• 3-5 years of experience supporting or engineering cloud contact center solutions.
• Experience administering and configuring contact center platforms (Talkdesk, Genesys, Five9, NICE CXone, Amazon Connect, etc.).
• Experience with AI-driven customer service solutions, automation, chatbots, or conversational AI.
• Understanding of contact center architecture, call routing, IVR design, and omnichannel engagement.
• Experience troubleshooting system issues and supporting production environments.
• Knowledge of APIs, integrations, and connectivity concepts.
• Strong analytical, problem-solving, and communication skills.

Responsibilities

• Support and administer cloud-based contact center platforms (configuration, maintenance, optimization).
• Lead AI and automation initiatives using Talkdesk Copilot, Autopilot, and similar tools.
• Design and enhance automated workflows to improve efficiency.
• Support rollout and optimization of chat and digital engagement channels.
• Configure routing logic, call flows, IVRs, queues, and agent experiences.
• Collaborate with business units to identify automation opportunities and CX improvements.
• Assist with workforce management: forecasting, staffing, scheduling, reporting.
• Troubleshoot systems, perform root-cause analysis, and resolve issues.
• Monitor performance and implement enhancements based on needs.
• Develop technical documentation, best practices, and workflows.
• Support integrations with CRM and third-party apps.

Skills

Cloud CC platforms

Administration & config

AI-driven solutions

CC architecture & routing

Troubleshooting & production support

APIs & integrations

Analytical & communication skills

Job description

TEKsystems seeks a Contact Center Systems Engineer with 3-5 years of experience to support, administer, and optimize cloud contact center platforms. You will drive AI and automation initiatives to improve customer engagement channels and agent experiences, while ensuring stable operations and scalable workflows.

You will configure routing, IVRs, queues, and agent experiences, collaborate with cross-functional teams, and help implement integrations with CRM systems and other apps.