Senior Contact Center Engineer

System One, Inc.; Lafayette (LA); On-site; USD 120,000 - 150,000; Full time

Job summary

System One in Lafayette, Louisiana seeks a Senior Contact Center Engineer to administer and optimize enterprise contact center platforms. You will lead migration efforts toward cloud solutions such as Amazon Connect while ensuring governance and high availability.

You will mentor platform administrators, map legacy configurations to cloud-native equivalents, and maintain documentation and change control in a hybrid on-site/remote environment.

Qualifications

• Minimum 7+ years of experience administering enterprise contact center platforms.
• Hands-on with one or more major platforms (Cisco, Genesys, Avaya, NICE, Amazon Connect, Five9).
• Proven experience with agent lifecycle, routing profiles, queues, and desktop settings.
• Experience in high availability production environments and migrations.

Responsibilities

• Administer, configure, and optimize enterprise contact center platforms.
• Support migration and transformation initiatives toward cloud-based solutions.
• Demonstrate understanding of enterprise contact center architecture and routing.
• Provide mentorship and governance for platform administrators.

Skills

Contact center admin

Routing & lifecycle

High availability

Migration planning

Cloud integration

Troubleshooting

Education

Bachelor's degree in computer science

Tools

Cisco UCCE

Genesys Engage

Amazon Connect

AWS services

Job description

Job Title: Senior Contact Center Engineer
Location: Lafayette, Louisiana
Type: Permanent Full-Time
Work Model: Hybrid – onsite and remote

Responsibilities

• Responsible for administering, configuring, and optimizing enterprise contact center platforms while supporting migration and transformation initiatives.
• Hands on configuration expertise, strong understanding of routing and agent lifecycle management, and the ability to support coexistence between legacy and cloud platforms.
• Demonstrate strong understanding of enterprise contact center architecture.
• Understand how agent desktop, routing, skills, queues, and telephony integrations function within enterprise ecosystems.
• Support transition planning and migration efforts toward Amazon Connect.
• Assist in mapping legacy configurations to cloud native equivalents.
• Ensure governance, documentation, and configuration consistency.
• Provide mentorship and technical guidance to platform administrators.

Requirements

• At least 7+ years of experience administering enterprise Contact Center Platforms.
• Strong hands-on experience with at least one major enterprise contact center platform (e.g., Cisco, Genesys, Avaya, NICE, Amazon Connect, Five9, or similar enterprise grade solutions).
• Proven experience managing agent lifecycle, skills configuration, routing profiles, queues, and desktop settings.
• Strong understanding of contact center routing concepts including skill-based routing, queue management, agent states, and call variable handling.
• Experience working in high availability production environments.
• Experience supporting platform upgrades, migrations, or transformation initiatives.
• Strong troubleshooting, configuration governance, and change management skills.

Desired Qualifications

• Hands on experience with Cisco UCCE / Finesse.
• Hands on experience with Genesys Engage / Workspace.
• Experience with Amazon Connect configuration and administration.
• Experience supporting cloud migration or modernization programs.
• Familiarity with AWS ecosystem services supporting contact center integrations.
• Experience in hybrid (on prem + cloud) coexistence environments.
• Experience working in regulated enterprise environments.

Expectations

• Maintain operational stability of legacy platforms during migration.
• Proactively identify configuration risks and migration dependencies.
• Ensure documentation accuracy and configuration traceability.
• Support phased cloud adoption with minimal business disruption.

Education

Bachelor's degree in computer science or related field.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.