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Deloitte

Dein Impact: Als Senior Consultant CCaaS - Contact Center as a Service (m/w/d) gestaltest du die Zukunft des Kundenkontakts - als Berater:in und Umsetzer:in. Du kombinierst strategische ...

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How much do ccaas jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for ccaas in the United States is $17.97, according to ZipRecruiter salary data. Most workers in this role earn between $15.87 and $18.75 per hour, depending on experience, location, and employer.

What is a CCaaS?

A CCaaS (Contact Center as a Service) job typically involves managing cloud-based customer communication platforms that enable businesses to handle customer interactions efficiently. Roles in this field include customer support specialists, implementation engineers, and solutions architects who help deploy and maintain CCaaS solutions. Responsibilities can include integrating systems, optimizing workflows, and ensuring a seamless customer experience. These jobs often require knowledge of cloud contact center platforms, technical support, and customer service best practices.

What are the typical daily responsibilities of a CCaaS specialist?

As a CCaaS specialist, your daily tasks include managing and configuring cloud-based contact center platforms, troubleshooting technical issues, and supporting end-users to ensure smooth operations. You might also be involved in analyzing performance metrics, suggesting optimizations, and assisting with the implementation of new features or integrations. Collaboration with IT teams, customer service managers, and third-party vendors is common to ensure the CCaaS solution aligns with business goals. This dynamic role offers an excellent opportunity to develop both technical and customer-facing skills in a rapidly evolving environment.

What are the key skills and qualifications needed to thrive in the CCaaS position, and why are they important?

To thrive in a CCaaS (Contact Center as a Service) specialist role, you need a solid understanding of contact center operations, cloud-based communications platforms, and customer service processes, often supported by relevant IT or business degrees. Familiarity with tools like Salesforce, Genesys, Five9, NICE inContact, and certifications in cloud or contact center technologies are highly valuable. Excellent communication skills, analytical abilities, and problem-solving aptitude help professionals excel in collaborating with teams and improving customer experiences. These skills are crucial to optimizing contact center performance and ensuring seamless integration of CCaaS solutions to meet business objectives.

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Ccaas jobs near you
Infographic showing various Ccaas job openings in the United States as of August 2026, with employment types broken down into 95% Full Time, and 5% Contract. Highlights an 63% Physical, 3% Hybrid, and 34% Remote job distribution, with an average salary of $37,374 per year, or $18 per hour.

IT Engineer (Voice, Network, Systems & CCaaS)

Roadrunner

Downers Grove, IL • On-site

$100K - $110K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 21 days ago

Roadrunner Freight rating

5.6

Company rating: 5.6 out of 10

Based on 13 frontline employees who took The Breakroom Quiz

Job description

IT is the operational backbone at Roadrunner.
We operate a high-reliability logistics network where real-time communication, system uptime, and contact center performance are critical. When voice systems fail or the contact center degrades, operations slow down immediately.
This role exists to ensure that doesn't happen.
We are looking for a hands-on, high-ownership engineer who can operate across voice, network, and CCaaS platforms-someone who can design, stabilize, and evolve systems, not just support them.
This is not a ticket-driven role. This is a role for someone who wants to own outcomes.What you'll do
1. Lead voice platform evolution
  • Own and support Cisco voice environment (CUCM, Unity, Jabber)
  • Drive execution of the Cisco → Microsoft Teams voice migration
  • Ensure call quality, reliability, and scalability across the enterprise
  • Troubleshoot complex voice issues across network, carrier, and platform layers

2. Own and scale CCaaS platform (Five9, Zoom, Nice)
  • Act as a core technical owner for our CCaaS initiative
  • Lead stabilization and optimization of the current CCaaS (Five9) environment and future Zoom or Nice post-deployment
  • Design and improve call flows, routing logic, and agent experience
  • Support integrations (SSO, voice routing, APIs, backend systems)
  • Partner with business stakeholders to translate operational needs into technical solutions

3. Operate across network and connectivity layers
  • Work across network paths (LAN/WAN, SD-WAN, ISP, SASE) to ensure reliable voice and CCaaS performance
  • Identify and resolve latency, jitter, and routing issues impacting real-time systems
  • Partner with network engineering to improve resilience and performance

4. Build stability and eliminate recurring issues
  • Identify systemic issues and eliminate root causes
  • Drive automation and operational improvements
  • Improve monitoring, alerting, and observability across platforms
  • Move environments from reactive support to predictable, stable operations

5. Contribute to secure and scalable infrastructure
  • Support security initiatives (identity, endpoint, monitoring)
  • Ensure platforms are aligned with security and compliance requirements
  • Design with long-term scalability in mind

What you bring
Must-haves (non-negotiable)
  • Proven experience owning voice and CCaaS platforms-not just supporting them
  • Hands-on experience with Cisco UC (CUCM) and Microsoft Teams Voice
  • Experience with contact center platforms
  • Strong understanding of network fundamentals impacting real-time traffic (latency, QoS, routing)
  • Ability to troubleshoot across multiple layers (endpoint → network → platform → carrier)
  • Experience supporting or participating in platform migrations or transformations

Nice-to-haves (differentiators)
  • Experience with Direct Routing, SIP, CUBE, or carrier integrations
  • Exposure to SASE / SD-WAN (e.g., Cato)
  • Experience integrating CCaaS with CRM or backend systems
  • Scripting/automation experience (PowerShell, APIs)
  • Experience improving monitoring/observability (SolarWinds or similar)

How you operate
  • You take ownership and drive issues to resolution
  • You think in systems, not tickets
  • You are comfortable operating across multiple domains
  • You challenge the status quo and simplify complexity
  • You communicate clearly with both technical and business teams
  • You prioritize stability, scalability, and long-term outcomes

Compensation & Setup
  • $100,000 -$110,000 per year
  • Hybrid (Downers Grove, IL)
  • Full benefits package including medical, dental, vision, 401(k), PTO.

Physical Demands and Work Environment
The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Physical Demands
  • Sedentary physical activity performing non- strenuous daily activities of an administrative nature.
  • While performing the duties of the job, the employee is regularly required to sit, walk, stand, reach/handle items, work with the fingers, and talk and hear others in conversations via the phone or in person.

Work Environment
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • The noise level in the work environment is usually moderate.

* The above statements reflect the general details necessary to describe the principal functions of the position and are not intended to be all inclusive. The position and any of the requirements listed above are subject to change at any time according to the changing needs of the company.
* Roadrunner is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.
* We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you!
#LI-HybridDowners Grove, IL
About Roadrunner
Roadrunner is for ambitious, smart people who excel at execution over talking about it, and who would rather invent the next standard in freight than accept the status quo.
We are looking for the Best of the Best. Action driven leaders who want to be part of real change and help design the future of LTL in the U.S. This is a place where high performers can grow, influence outcomes, and make an impact while working directly with executives and smart people from across industries.
We bring a winner mindset. We take ownership, raise the bar, and measure ourselves by results. We Run Safe. We Run Smart. We Run Together. These principles create an environment of high standards, clear ownership, and direct collaboration. We trust data over intuition, move with urgency, and hold each other accountable because winning requires it.
Roadrunner exists to prove that LTL can be better than the industry has settled for. To be the best means we need to think bigger, look outside the box, and question every assumption: too many handoffs, limited visibility, and the quiet belief that "this is just how it works." We rejected that story. We built a proprietary Smart Network™ for direct, long haul, metro to metro service that delivers fewer touches, faster transit, real time visibility, and genuine accountability. We are the most tech forward company in LTL, and we are not finished widening the gap.
The foundation is already strong. Recognized as one of Built In Chicago's Best Large Places to Work. Earning top marks for improvement, quality, and service. The real opportunity is still ahead: helping invent what comes next.
If you want to be evaluated among the Best of the Best and help set the new standard in LTL, we should talk.

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