Lead Voice Engineer

TEKsystems, Inc.; Baltimore (MD); Hybrid; USD 64,781 - 92,264; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

Health Spending Account

Transportation benefits

Employee Assistance Program

Paid Time Off

Job summary

An innovative firm is seeking a Lead Platform Engineer to spearhead the deployment and integration of cutting-edge CCaaS solutions. This hybrid role, based in Baltimore, offers the opportunity to work with advanced telephony systems and enhance customer experiences through strategic automation. The ideal candidate will possess extensive knowledge of API development, telephony, and CRM systems, and will lead a talented team in optimizing contact center operations. Join a dynamic team dedicated to driving transformation and delivering exceptional service in a rapidly evolving industry.

Qualifications

• Expertise in API development and CCaaS platforms required.
• Strong knowledge of telephony, VoIP, and CRM systems necessary.

Responsibilities

• Lead deployment and integration of CCaaS solutions.
• Develop custom APIs and support IVR applications.

Skills

API Development

CCaaS Platforms

Telephony

VoIP

WFM

CRM Systems

Call Recording Solutions

Tools

Amazon Connect

NICE

Five9

MuleSoft

Salesforce

Microsoft Dynamics

Job description

Description

Hybrid - onsite 3x a week Baltimore MD, Evansville IN. Top 3 Skills - CCaaS, Telephony, API Integrations. There is a possibility of an extension or conversion to FTE. We are seeking a CCaaS Lead Engineer to join our growing Contact Center and Telephony team and lead the deployment, integration, and maintenance of our CCaaS (Contact Center as a Service) solutions. The ideal candidate will have in-depth experience with Workforce Management (WFM), Customer Relationship Management (CRM) systems, call recording solutions, dialers, reporting tools, API integrations, and a working knowledge of Avaya PBX systems. This role requires strong technical expertise, project management skills, and a collaborative mindset to deliver seamless contact center solutions.

Title: Lead Platform Engineer (IC3)

In the Role you will:

1. Lead the design, deployment, and configuration of CCaaS platforms (e.g., Genesys, Nice, Five9, Amazon Connect) and integrate with Avaya PBX systems to ensure seamless operation and performance.
2. Design, develop, and support self-service IVR applications that provide a positive customer experience and streamline contact center operations. Architect the IVR infrastructure, including application servers, prompt servers, and load balancers.
3. Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure and integration points.
4. Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with CCaaS solutions to enhance functionality and automate workflows.
5. Work closely with management to define key performance indicators (KPIs), ensure SLA adherence, and optimize operational efficiency. Focus on improving customer experience through strategic integrations and automation.
6. Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis.
7. Oversee the configuration and management of predictive, preview, power, and auto-dialers, optimizing call strategies to improve contact efficiency and agent productivity while ensuring compliance with regulations such as TCPA.
8. Develop and maintain custom scripts and tools for system integrations and automation to streamline processes across different platforms, ensuring seamless communication between CCaaS, CRM, and other internal systems.
9. Support Avaya-specific features such as ACD, trunks, and dial patterns, ensuring proper integration with cloud-based contact center solutions.

Skills

Contact centre, telephony, VoIP, API, REST API, WFM, MuleSoft, CRM system.

Top Skills Details

Contact centre, telephony, VoIP, API.

Additional Skills & Qualifications

Mandatory Skills:

1. Proficient in API development and integrations (REST, SOAP, JSON, etc.).
2. Expertise in CCaaS platforms such as Amazon Connect, NiceCX, Five9, Twilio, or similar.
3. Proficiency with WFM tools (e.g., NICE, Verint, Aceyus).
4. Strong knowledge of MuleSoft and CRM platforms like Salesforce or Microsoft Dynamics.
5. Hands-on experience with call recording solutions like Verint or NICE Systems.
6. Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies.

Experience Level: Expert Level

Pay and Benefits

The pay range for this position is $57.00 - $57.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type: This is a hybrid position in Baltimore, MD.

Application Deadline: This position is anticipated to close on Apr 18, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.