Lead Contact Center Technology Engineer

100 Shift4 Payments, LLC; Center Valley (Lehigh County); On-site; USD 140,000 - 180,000; Full time

Job summary

100 Shift4 Payments, LLC seeks a Lead Contact Center Technology Engineer to drive design, implementation, and support of the CCaaS ecosystem across multiple locations, with Center Valley, PA preferred. The role blends hands-on engineering with strategic platform governance and modernization of AI-enabled customer experiences.

The candidate will lead IVR workflows, digital channels, and integrations while guiding enterprise architecture and platform migrations.

Qualifications

• 7+ years of experience in Contact Center Technology or related CX tech.
• Hands-on expertise with enterprise CCaaS platforms (NICE CXone, Genesys, Five9, etc.).
• Strong IVR design, routing, scripting, and digital channels knowledge.
• Experience as a technical lead or senior engineer in complex environments.

Responsibilities

• Provide technical leadership for contact center platforms, including IVR and digital channels.
• Define and maintain technical standards, patterns, and best practices.
• Review designs for scalability, reliability, and alignment with enterprise architecture.
• Mentor engineers and serve as primary escalation for complex issues.
• Design and maintain IVR workflows, routing logic, automation, integrations, journeys.
• Support voice, messaging, chat, and emerging engagement channels.
• Lead platform migrations, acquisitions integrations, and strategic initiatives.
• Translate business needs into scalable technology solutions.
• Collaborate with Ops, Product, and CX teams to optimize journeys.
• Shape platform strategy and roadmaps; support global expansion.

Skills

Technical leadership

IVR design

Platform scripting

APIs integration

Enterprise architecture

Tools

NICE CXone

Genesys

Five9

Talkdesk

Amazon Connect

CCaaS platforms

Job description

Lead Contact Center Technology Engineer

This role is onsite and can be based at any of the following Shift4 locations: Center Valley, PA (Preferred) / Atlanta, GA / Tampa, FL / Las Vegas, NV.

About the Role

The Lead Contact Center Technology Engineer is the senior technical leader responsible for the design, implementation, support, and evolution of Shift4's contact center technology ecosystem. This role serves as the primary technical authority for CCaaS platforms, IVR architecture, digital channels, automation, and customer experience technologies. The Lead Engineer partners closely with the Director of Contact Center Technology to translate strategic objectives into scalable technical solutions while remaining heavily involved in hands‑on engineering, platform administration, troubleshooting, and delivery activities. While Shift4 currently leverages NICE CXone, this role is platform‑agnostic and requires expertise that can be applied across evolving CCaaS and customer engagement technologies. The ideal candidate combines deep contact center technology experience with strong solution design skills and practical knowledge of emerging AI‑enabled customer experience capabilities.

Key Responsibilities

• Provide technical leadership for contact center platforms, including IVR, routing, digital channels, automation, and AI‑enabled customer experiences.
• Define and maintain technical standards, design patterns, and best practices.
• Review and guide technical designs, ensuring scalability, reliability, and alignment with enterprise architecture.
• Provide mentorship to engineering team members and act as the primary escalation point for complex technical issues and architectural decisions.
• Design, build, and maintain IVR workflows, routing logic, automation, integrations, and digital customer journeys.
• Implement and support voice, messaging, chat, and emerging customer engagement channels.
• Lead technical execution of platform enhancements, migrations, acquisition integrations, and strategic initiatives.
• Translate business and operational requirements into scalable technology solutions.
• Support platform administration, configuration, troubleshooting, and operational support activities.
• Evaluate and implement AI‑powered capabilities that improve customer self‑service, agent productivity, and operational efficiency.
• Support conversational AI, agent assist, workflow automation, and emerging customer experience technologies.
• Partner with Operations, Product, and Customer Experience teams to identify opportunities for automation and customer journey optimization.
• Help shape the adoption of platforms such as Cognigy, NICE CXone AI, and future AI‑enabled customer engagement technologies.
• Collaborate with Technology, Product, Operations, Data, and Customer Experience teams on initiatives impacting the contact center.
• Participate in change management, release planning, and solution governance processes.
• Contribute to platform strategy, roadmap planning, and technology evaluations.
• Support global expansion, platform standardization, and acquisition integration efforts.

Required Qualifications

• 7+ years of experience in Contact Center Technology, CCaaS platforms, or related customer experience technologies.
• Deep hands‑on experience with enterprise CCaaS platforms such as NICE CXone, Genesys, Five9, Talkdesk, Amazon Connect, or similar solutions.
• Strong expertise in IVR design, routing strategies, platform scripting, workflow automation, and digital channels.
• Experience serving as a technical lead, architect, or senior engineer within complex enterprise environments.
• Experience supporting both production operations and project‑based delivery.
• Strong understanding of integrations, APIs, enterprise system architecture, and operational support models.
• Experience implementing conversational AI, agent assist, chatbots, workflow automation, or similar customer experience technologies.
• Ability to evaluate emerging technologies and translate business requirements into scalable technical solutions.

Preferred Qualifications

• Experience with NICE CXone Studio or similar scripting environments.
• Experience with Cognigy, NICE CXone AI, Omilia, Google CCAI, Amazon Lex, Microsoft Copilot Studio, or comparable platforms.
• Experience implementing WhatsApp, SMS, Web chat, or other digital engagement channels.
• Familiarity with LLMs, retrieval‑augmented generation (RAG), prompt engineering, or AI orchestration concepts.
• Experience with CCaaS migrations, platform consolidations, or acquisition integrations.
• Experience in FinTech, Payments, SaaS, or other highly regulated industries.
• Experience supporting global and multi‑region contact center operations.

Equal Opportunity Employment

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.