Senior Contact Center Engineer — Cloud CX & Automation

Capital Group; Irvine (CA); On-site; USD 142,000 - 227,000; Full time

Benefits offered by this job

Bonuses

Retirement plan 15%

Generous time-off

Flexible work options

Professional development resources

Charitable gifts matching

Job summary

Capital Group is actively seeking a Senior Contact Center Engineer in Southern California or remote-friendly locations to drive design, development, and deployment of advanced contact center solutions. You will deliver scalable IVR, routing, digital engagement, and enterprise integrations, collaborating with product, architecture, and operations to ensure operational readiness.

Ideal candidates bring 6+ years of experience, strong Java/Python/REST API skills, and a proven track record with

Qualifications

• You possess deep expertise in Genesys Cloud CX, including solution design, IVR development, routing, digital channels, integrations, reporting, and platform administration.
• You have experience translating business outcomes into technical designs and delivering scalable, resilient Contact Center solutions, platform enhancements, and enterprise integrations.
• You have strong experience developing and supporting APIs and integrations with enterprise platforms.
• Experience with NICE WFM, CRM platforms, Intradiem, workforce optimization, and related Contact Center technologies are highly desirable.
• You have hands‑on experience with at least two of the following technologies: Java, .NET, Python, REST APIs, automation frameworks, AWS services, and cloud‑native architectures.
• You demonstrate exceptional delivery, attention to detail, documentation, testing, troubleshooting, communication, and operational readiness practices.
• You have a bachelor’s degree in Computer Science, Engineering, Information Systems, or a related discipline.
• You have 6+ years of software engineering, platform engineering, or technology delivery experience, including significant experience with enterprise Contact Center technologies.

Responsibilities

• Design, build, test, and implement Contact Center solutions, integrations, and platform enhancements.
• Develop resilient IVR, routing, digital engagement, and automation capabilities aligned with approved technical designs.
• Create and maintain technical documentation, design artifacts, test evidence, and support procedures.
• Partner with Product Management, Architecture, Operations, and business stakeholders throughout design and delivery.
• Contribute to engineering standards, solution quality, operational readiness, and continuous improvement.

Skills

Genesys Cloud CX

APIs & integrations

Java

Python

REST APIs

AWS services

Documentation

Delivery discipline

Education

Bachelor’s in CS/Engineering

Tools

NICE WFM

CRM platforms

Intradiem

AWS

Job description

Capital Group is actively seeking a Senior Contact Center Engineer in Southern California or remote-friendly locations to drive design, development, and deployment of advanced contact center solutions. You will deliver scalable IVR, routing, digital engagement, and enterprise integrations, collaborating with product, architecture, and operations to ensure operational readiness.

Ideal candidates bring 6+ years of experience, strong Java/Python/REST API skills, and a proven track record with