Senior CCaaS & Telephony Platform Engineer (Remote)

ClearOne Advantage, LLC; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

ClearOne Advantage, LLC seeks a Senior Contact Center Platform Engineer to design and operate the telephony platform that powers our remote contact center. You will integrate cloud contact centers with CRM, lead distribution, data warehouse, and reporting tools, while ensuring reliability and security.

You’ll lead API-driven workflows, IVR improvements, and agent routing strategies, partnering with Operations and Engineering to deliver scalable, observable solutions across the stack.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field, or equivalent professional experience.
• 6+ years of professional experience across telephony engineering, contact center technology, platform engineering, backend development, or systems integration.
• Hands-on experience with CCaaS platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect or similar platforms.
• Strong understanding of contact center concepts including IVR design, ACD routing, outbound dialers, and reporting.

Responsibilities

• Design, build, configure, and support integrations between telephony platforms and internal business systems.
• Own telephony integration workflows using APIs, webhooks, middleware services, scripts, automation, and event-driven patterns.
• Partner with Operations, Sales, Product, Engineering, Networking, Security, and vendors to deliver reliable contact center capabilities from design to production support.
• Design, maintain, and improve IVR, ACD routing, skills-based routing, dialer strategies, voice/SMS workflows, and reporting data flows.
• Develop lightweight services, scripts, and automation to reduce manual operational work.
• Build and maintain reliable API integrations with error handling, retries, logging, and monitoring.
• Troubleshoot and resolve production issues across telephony platforms, networks, databases, and reporting systems.
• Maintain observability for voice quality, platform health, and KPIs.
• Apply software engineering practices to telephony work including CI/CD, version control, and documentation.
• Create and maintain technical documentation and runbooks.
• Participate in production support and on-call rotations.

Skills

CCaaS platforms

REST APIs

SIP/RTP

SQL databases

CI/CD

Git

Education

Bachelor's degree in CS/IS/Engineering

Tools

NICE CXone

Genesys Cloud

Five9

Amazon Connect

Job description

ClearOne Advantage, LLC seeks a Senior Contact Center Platform Engineer to design and operate the telephony platform that powers our remote contact center. You will integrate cloud contact centers with CRM, lead distribution, data warehouse, and reporting tools, while ensuring reliability and security.

You’ll lead API-driven workflows, IVR improvements, and agent routing strategies, partnering with Operations and Engineering to deliver scalable, observable solutions across the stack.