Senior Contact Center Engineer — Design & Modernize CX

504 CGCG-US CG Companies Global-US; San Antonio (TX); On-site; USD 116,000 - 186,000; Full time

Job summary

Capital Group in San Antonio is seeking a Senior Contact Center Engineer to design, build, and support advanced contact center solutions. You will translate business needs into scalable IVR, routing, digital engagement, and enterprise integrations while collaborating with Product Management, Architecture, and Operations.

Candidates should have deep Genesys Cloud CX expertise, API/integration background, and enterprise CC tech experience.

Qualifications

• Deep expertise in Genesys Cloud CX including design, IVR, routing, and platform administration.
• Experience translating business outcomes into scalable contact center designs.
• Strong API development and enterprise integrations experience.
• Experience with NICE WFM, CRM platforms, Intradiem, and related CC technologies.
• Hands-on with Java, .NET, Python, REST APIs, automation frameworks, AWS, or cloud-native architectures.
• Delivery-focused with strong documentation, testing, and operational readiness.
• Bachelor’s degree in CS, Engineering, IS, or related field required.
• 6+ years in software/technology delivery for enterprise contact centers.

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

.NET

Python

REST APIs

Automation frameworks

AWS

Cloud-native architectures

Delivery & documentation

Education

Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related discipline

Tools

NICE WFM

Intradiem

CRM platforms

AWS services

Cloud platforms

Job description

Capital Group in San Antonio is seeking a Senior Contact Center Engineer to design, build, and support advanced contact center solutions. You will translate business needs into scalable IVR, routing, digital engagement, and enterprise integrations while collaborating with Product Management, Architecture, and Operations.

Candidates should have deep Genesys Cloud CX expertise, API/integration background, and enterprise CC tech experience.