Onsite_Telephony -Contact Center Engineer_Frederick, Maryland

THEMESOFT; Frederick (MD); On-site; USD 96,000 - 138,000; Part time

Job summary

Themesoft Inc is seeking an onsite Telephony Contact Center Engineer in Frederick, Maryland for a contract role lasting 6-12+ months. The senior engineer will lead design, build, integration and deployments of CCaaS solutions (Five9) to transform the enterprise telephony landscape.

You'll align with IT leadership and the Program Director, translate business outcomes into scalable technical solutions, and produce documentation and operational readiness for reliable support.

Qualifications

• Bachelor’s degree in computer science, Engineering, Information Systems, or a related technical field.
• Five9 CCaaS platform experience preferred.
• Experience designing and implementing IVR, call routing, and integration patterns.

Responsibilities

• Lead design, build, integration, and deployment of CCaaS telephony solutions.
• Translate business needs into scalable, resilient IVR, routing, and automation.
• Create documentation and ensure operational readiness for reliable support.

Skills

Five9 Platform Configuration

IVR Design & Routing

API Integrations

Education

Bachelor’s degree

Job description

Onsite_Telephony -Contact Center Engineer_Frederick, Maryland

Job Type: Contractual

Location: Frederick, Maryland

Duration: 6-12+ months

Contract

Essential Skills:

The Telephony Contact Center as a Service (CCaaS) senior engineer leads the design| build| integration and deployments with architecturally sound solutioning that enables exceptional Banner customer and associate experiences. In this role| you will deliver strategic initiatives as part of the IT Department to include the entire ecosystem of telephony transformation to include platform enhancements and modernization efforts leveraging the full engineering lifecycle. You will translate business outcomes into resilient| scalable technical solutions; build high-quality IVR| routing| digital| integration| and automation capabilities; and produce the documentation and operational readiness needed for reliable support. You will collaborate closely with senior level leadership as well as the Program Director| Infrastructure Division| Operations| Telephony and IT engineers and business stakeholders| applying strong engineering discipline and attention to detail throughout delivery.

Key Experience (6 domains):

• Platform Configuration: Build and manage Five9 Cloud features| including voice and digital channels| queues| and workforce engagement elements.
• IVR & Routing: Design and develop custom Interactive Voice Response (IVR) architectures| call flows| and intelligent routing strategies.
• System Integration: Develop and maintain APIs and integrations connecting Genesys with enterprise systems like CRM platforms| databases| and AWS or Azure cloud services.
• Testing & Troubleshooting: Diagnose complex issues involving telephony| SIP routing logic| and APIs| while running structured unit and integration testing.

Top 3 Required Skills

• Five9 Contact Center Platform Configuration & Implementation
• IVR Design, Intelligent Call Routing, SIP/VoIP Technologies
• API Development & Integrations (Salesforce, AWS/Azure, Enterprise Systems)

Top 3 Preferred Skills

• Five9 Certifications
• Salesforce Service Cloud Experience
• Cloud-Native Architecture & Enterprise Integration Patterns

Education Requirements

Bachelor’s degree in computer science, Engineering, Information Systems, or a related technical field

Work Authorization

Applicants must be legally authorized to work in the United States.

Equal Employment Opportunity

Themesoft Inc is an Equal Employment Opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law.