Sr. Engineer, Contact Center Platform Stability & Production Support

LPL Financial LLC; Town of Charlotte, Fort Mill (NY, SC); On-site; USD 106,100 - 176,900; Full time

Benefits offered by this job

401(k) matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial LLC is seeking a Senior Engineer, Production Support & Platform Stability to ensure production reliability across contact channel and agent experience platforms, enabling advisors to serve clients effectively.

You will lead incident response, platform health checks, release execution, and cross‑functional collaboration with Product, DevOps, and Analytics teams.

This role requires a Bachelor’s degree and 6+ years in related fields; US location.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 6+ years in production support or platform engineering for contact center tech.
• 3+ years supporting enterprise contact center platforms (NICE CXOne, IVR, ACD, routing, telephony).
• Experience troubleshooting complex production incidents and executing changes through formal change/release processes.

Responsibilities

• Provide production support and incident response to maintain platform reliability.
• Collaborate with product owners and engineering for operational readiness and release delivery.
• Perform health checks, config reviews, and performance assessments for stability.
• Execute platform changes via SDLC, change management, and release processes.
• Document runbooks, incident playbooks, and knowledge transfer activities.
• Coordinate with cross-functional teams to ensure smooth deployment and ownership transitions.

Skills

Production Support

Incident Management

Platform Stability

Release Management

Change Control

Education

Bachelor's degree in CS/IT/Engineering

Tools

NICE CXOne

Job description

Job Overview

Senior Engineer, Production Support & Platform Stability is responsible for providing production support, platform stability, release execution, and operational excellence to enable Service Center Technology to deliver on its transformation strategy. This role supports the evolution of contact channel and agent experience platforms by improving platform reliability, reducing operational risk, and enabling advisors and Financial Service Professionals (FSPs) to efficiently serve clients.

Responsibilities

• Delivery Support – Partner with Product Owners and engineering teams to provide operational and release support for technology initiatives. Ensure workflows and platform changes meet operational readiness requirements, including rollback procedures, runbook documentation, integration standards, and support handoffs. Maintain production stability during periods of significant platform change and initiative delivery. Support platform ownership transitions and operational readiness activities across global delivery teams.
• Production Support & Incident Response – Troubleshoot contact routing, IVR, digital interaction flows, telephony services, queue management, skill configuration, and platform integrations. Serve as an escalation point for complex production incidents and operational issues. Participate in incident triage, root cause analysis, corrective action planning, and resolution activities. Partner with engineering teams to identify and implement long‑term solutions that reduce recurring production issues. Support mission‑critical servicing environments by ensuring timely resolution of operational incidents.
• Platform Stability & Proactive Operations – Perform health checks, configuration reviews, and performance assessments to identify operational risks. Support reliability initiatives focused on reducing incident recurrence, improving recovery times, and minimizing change‑related defects. Validate vendor releases, hotfixes, and platform configuration changes prior to production deployment. Collaborate with analytics and observability teams to improve monitoring, alerting, and issue detection capabilities.
• Release Execution & CI/CD Maturation – Execute platform changes through established SDLC, change management, and release management processes. Partner with Platform Engineering, DevOps, Quality Engineering, and Scrum teams to mature release practices and deployment processes. Support the adoption of source control, environment separation, release automation, and CI/CD capabilities. Assist in defining promotion paths, release validation criteria, automated testing practices, and deployment standards. Ensure technology solutions are testable, deployable, and operationally supported before and after production implementation.
• Cross‑Functional Collaboration – Partner with Contact Channel Management, Agent Experience, CRM integration teams, analytics teams, and technology operations groups to support servicing workflows. Validate routing configurations, CTI integrations, tagging standards, and platform integrations to ensure operational consistency. Participate in knowledge transfer activities supporting platform ownership and operational support models. Collaborate across onshore and global delivery teams to promote operational excellence and platform reliability.
• Documentation & Operational Excellence – Maintain runbooks, support documentation, configuration records, incident playbooks, and release procedures. Document incident findings, lessons learned, and process improvements to support continuous improvement efforts. Contribute to the development of repeatable and scalable operational practices.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 6+ years of experience supporting contact center technologies, platform engineering, production support, enterprise application operations, or related technology environments.
• 3+ years of experience supporting enterprise contact center platforms, including NICE CXOne, IVR, ACD, routing, telephony, or omni‑channel workflows.
• Experience troubleshooting complex production incidents within enterprise‑scale technology environments.
• Experience executing technology changes through formal change management and release management processes.

Core Competencies

• Production Support & Incident Management
• Contact Center Technology Platforms
• Platform Stability & Reliability Engineering
• Release Management & Change Control
• Root Cause Analysis & Problem Resolution

Preferences

• Experience within financial services or another regulated industry.
• Experience implementing or supporting CI/CD pipelines, release automation, and deployment processes across development, testing, and production environments.
• Experience with observability platforms, monitoring tools, performance dashboards, or application monitoring solutions.
• Knowledge of telephony technologies, including SIP, VoIP, call routing, or contact center infrastructure.
• Experience collaborating with offshore, nearshore, or global delivery teams.

Pay Range

$106,100.00 – $176,900.00 (actual base salary varies based on factors such as skills, experience, education, internal peer comparison, and geographic location)

Benefits

401(k) matching, health benefits, employee stock options, paid time off, volunteer time off, and more. LPL Total Rewards package is designed to support success at work, at home, and at play.

EEO Statement – LPL Financial is an Equal Opportunity Employer.