Senior CCaaS Reliability Engineer (Remote)

Optum; Basking Ridge (NJ); On-site; USD 92,000 - 164,000; Full time

Job summary

Optum is seeking a Senior Software Engineer to lead high-level production support and enhance reliability for the CCaaS platform. You will design monitoring across NICECXOne, Amazon Connect, and related integrations, and work with teams to enforce logging standards and rapid remediation. Telecommuting from anywhere in the U.S.

is supported. The role focuses on incident management, tooling automation, and deployment hygiene, leveraging AI-assisted workflows to improve efficiency and platform

Qualifications

• Bachelor's degree OR 4+ years of software engineering experience
• 3+ years of experience supporting NICECXOne Contact Center platform
• 3+ years of experience as a level 3 contact center production support engineer
• 3+ years of understanding of telephony concepts - (Call Routing, SIP, Agent Desktop, CRM, Chat)
• 3+ years of experience in observability, monitoring, and troubleshooting within large-scale production environments
• 3+ years of hands-on experience with at least two of the monitoring/observability tools (Splunk, Zabbix, AWS CloudWatch, Datadog)
• 1+ years of cloud experience in one of the following - AWS, Azure, or GCP

Responsibilities

• Design, develop, and enhance proactive monitoring and observability capabilities across Contact Center platforms such as NICECXOne, Amazon Connect and related integrations
• Collaborate with developers, architects, security teams, and platform owners to establish and enforce logging, tracing, and monitoring standards to strengthen platform reliability and supportability
• Troubleshoot and resolve production incidents and customer reported issues, ensuring timely communication, detailed root cause analysis, and permanent remediation steps
• Participate in on-call rotations, manage critical outages, drive cross-team bridge calls, and ensure accurate incident documentation and post incident reviews
• Create and maintain monitoring dashboards and alerting configurations using tools such as Splunk, CloudWatch, Zabbix, Grafana, or similar
• Analyze end-to-end contact flows and customer interaction journeys to identify defects, performance issues, or configuration gaps
• Work closely with CCaaS vendors and third-party partners to improve operational capabilities, optimize integrations, and ensure adherence to best practices
• Conduct change reviews, validate deployment readiness, and help implement safe, controlled releases into production environments
• Develop automation and operational tooling using scripting and enterprise-approved AI tools to improve issue detection, reduce manual effort, and streamline repetitive support activities
• Use enterprise-approved AI tools to streamline software engineering workflows, automate routine tasks, and drive continuous operational improvement
• Evaluate emerging technology and industry trends to inform solution design, optimize CCaaS environments, and drive strategic innovation
• Contribute to knowledge sharing by creating troubleshooting playbooks, updating guides, diagrams, and training sessions for broader support and operations teams

Skills

Software engineering

NICE CXOne

Amazon Connect

Level 3 support

Telephony concepts

Observability

Monitoring tools (Splunk)

Cloud experience (AWS/Azure/GCP)

Education

Bachelor's degree

Equivalent experience 4+ years

Tools

Splunk

Zabbix

AWS CloudWatch

Datadog

Grafana

Job description

Optum is seeking a Senior Software Engineer to lead high-level production support and enhance reliability for the CCaaS platform. You will design monitoring across NICECXOne, Amazon Connect, and related integrations, and work with teams to enforce logging standards and rapid remediation. Telecommuting from anywhere in the U.S.

is supported. The role focuses on incident management, tooling automation, and deployment hygiene, leveraging AI-assisted workflows to improve efficiency and platform