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Contact Center Engineer Jobs (NOW HIRING)

INA Solution Inc

Contact Center Engineer

New York, NY · On-site

$50 - $65/hr

Contact Center Support Engineer - Five9 Location: New York, NY (Hybrid - 2 Days Onsite) Duration: Contract-to-Hire Overview Join a dynamic support team responsible for maintaining and optimizing a ...

RingCentral

About the Role The Professional Services Contact Center Engineer at RingCentral will drive the implementation of RingCX and RingCentral Contact Center (RCCC) functionality within new Contact Center ...

Presidio

Sr. Contact Center Engineer

$107K - $146K/yr

The Role Presidio is seeking a Sr. Contact Center Engineer to join our Contact Center team. In this role you will have responsibility for the design, implementation, and support of advanced contact ...

Presidio, Inc

$77K - $105K/yr

The Role Presidio is seeking a Sr. Contact Center Engineer to join our Contact Center team. In this role you will have responsibility for the design, implementation, and support of advanced contact ...

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How much do contact center engineer jobs pay per year?

As of Sep 9, 2026, the average yearly pay for contact center engineer in the United States is $101,752.00, according to ZipRecruiter salary data. Most workers in this role earn between $84,000.00 and $116,500.00 per year, depending on experience, location, and employer.

What is a contact center engineer?

A Contact Center Engineer designs, implements, and manages the technology infrastructure for contact centers, ensuring seamless communication between customers and agents. They work with telephony systems, VoIP, cloud-based contact center solutions, and integrations with CRM platforms. Their role includes troubleshooting issues, optimizing call flows, and maintaining system security and performance. They often collaborate with vendors, IT teams, and business stakeholders to enhance customer service operations.

What are the typical responsibilities of a contact center engineer?

Contact Center Engineers are responsible for maintaining, configuring, and troubleshooting telephony and call center systems to ensure seamless operation. On a typical day, you may resolve technical issues, implement new features or upgrades, collaborate with IT teams and vendors, and provide support for agents and supervisors. The role often involves monitoring system performance, analyzing call flows, and proactively addressing potential disruptions. You'll work closely with various departments to understand business needs and translate them into technical solutions, making it a dynamic and collaborative position.

What are the key skills and qualifications needed to thrive as a contact center engineer?

To thrive as a Contact Center Engineer, you need expertise in telephony systems, networking, and troubleshooting, typically supported by a degree in IT, computer science, or a related field. Hands-on experience with platforms like Cisco Call Manager, Avaya, Genesys, VoIP protocols, and certifications such as CCNA or equivalent are highly valued. Strong communication skills, collaboration, and a proactive problem-solving mindset help engineers excel in team-oriented and dynamic environments. Together, these skills ensure reliable contact center operations, allowing rapid resolution of technical issues and the implementation of robust communication solutions.

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Contact Center Engineer jobs near you
Infographic showing various Contact Center Engineer job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 75% Full Time, 18% Part Time, 1% Temporary, and 5% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $101,752 per year, or $48.9 per hour.

Contact Center Engineer

Minneapolis, MN • On-site

Ameriprise Financial
Funds, Trusts and Financial Programs • 5 - 10K employees
Learn more about Ameriprise Financialexternal

$120K - $147K/yr

Full-time

Medical, Dental, Life, Retirement, PTO

Posted 10 days ago

Ameriprise rating

7.7

Company rating: 7.7 out of 10

Based on 130 frontline employees who took The Breakroom Quiz

104th of 154 rated financial services

Job description

About Our Company
We're a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.
Job Description
Contact Center Engineer is responsible for the design, implementation, integration, and continual enhancement of enterprise contact center technologies. This role serves as a subject matter expert for Cisco Contact Center platforms, conversational AI solutions, voice biometrics and fraud detection, and related customer experience technologies.
Key Responsibilities
  • Design, implement, and support Cisco Contact Center solutions including Unified Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), Google Dialogflow CX, and Webex Contact Center.
  • Partner directly with business stakeholders to gather requirements, analyze customer experience needs, and translate business objectives into technical contact center solutions.
  • Design and implement IVR, self-service, routing, and customer engagement solutions utilizing Cisco contact center technologies, Google Dialogflow CX, and voice biometrics and fraud detection technologies.
  • Design, implement, and support conversational AI and deterministic routing solutions utilizing Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms.
  • Develop and maintain integrations between contact center platforms and enterprise systems, including CRM, authentication, customer data, fraud prevention, and third-party digital engagement solutions.
  • Collaborate with application development teams, architects, and vendors to design and deploy customer experience enhancements and contact center modernization initiatives.
  • Support migration and transformation efforts from traditional IVR technologies to AI-driven conversational experiences and intelligent virtual agents.
  • Deploy and optimize voice biometrics, fraud detection, authentication, and caller verification technologies for calling and contact center environments.
  • Participate in testing, validation, deployment planning, and production readiness activities for new contact center capabilities and enhancements.
  • Provide technical expertise across contact center technologies, IVR design, and customer experience best practices.

Required Qualifications
  • Bachelor's degree in computer science, Information Technology, Engineering, or equivalent experience.
  • 5+ years of experience supporting and engineering Cisco Contact Center solutions.
  • Strong hands-on experience with Cisco UCCE and/or PCCE environments.
  • Experience with Cisco Customer Voice Portal (CVP) and VXML-based IVR applications.
  • Experience with voice authentication, fraud detection, and voice biometrics platforms.
  • Experience with Webex Contact Center administration, implementation, or architecture.
  • Experience integrating contact center platforms and enterprise applications using REST APIs, JSON, authentication mechanisms, and related integration technologies.
  • Strong working knowledge of SQL for reporting, data analysis, troubleshooting, and validation of contact center and customer experience solutions.
  • Experience utilizing scripting and web technologies, including Python, PowerShell, JavaScript, and HTML, to support contact center automation, customization, administration, and operational efficiency initiatives.
  • Experience gathering business requirements and translating them into technical designs and deliverable solutions.
  • Hands-on experience with Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms.
  • Strong understanding of call routing strategies, self-service design, and customer journey optimization.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Ability to communicate effectively with both technical and non-technical stakeholders.

Preferred Qualifications
  • Experience designing and supporting enterprise contact center deployments.
  • Experience with Cisco Finesse and gadget creation and customization.
  • Experience integrating CRM platforms such as Salesforce or custom enterprise applications.
  • Familiarity with cloud contact center platforms and hybrid contact center architectures.

Base Pay Salary
The estimated base salary for this role is $120,000 - $147,000 / year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurance.
Full-Time/Part-Time
Full time
Exempt/Non-Exempt
Exempt
Job Family Group
Technology
Line of Business
TECH Technology
Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, military status, veteran status, genetic information, citizenship, disability status, marital status, family status or any other basis prohibited by law.
We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.

What Ameriprise employees say

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About Ameriprise

Sourced by ZipRecruiter

At Ameriprise Financial, we're not just in the business of helping clients with their financial goals - we also help our advisors and employees reach their true potential by embracing an inclusive and collaborative culture. We celebrate the unique qualities and reward the contributions of our talented, passionate employees. If you're motivated and want to work for a strong, ethical company that cares about you and your community, take the next step with Ameriprise Financial.

Industry

Funds, trusts and financial programs

Company size

5,001 - 10,000 Employees

Headquarters location

Minneapolis, MN, US

Year founded

1894

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