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Senior Contact Center Engineer Jobs (NOW HIRING)

Abbott

Senior Contact Center Engineer

Temecula, CA · On-site

$114K - $228K/yr

The Opportunity We are seeking a motivated, customer-focused Senior Contact Center Engineer to join our growing Contact Center Services team. In this role, you will support operations, maintenance ...

Abbott

Senior Contact Center Engineer

Alameda, CA · On-site

$114K - $228K/yr

The Opportunity We are seeking a motivated, customer-focused Senior Contact Center Engineer to join our growing Contact Center Services team. In this role, you will support operations, maintenance ...

Abbott

Senior Contact Center Engineer

Alameda, CA · On-site

$114K - $228K/yr

The Opportunity We are seeking a motivated, customer-focused Senior Contact Center Engineer to join our growing Contact Center Services team. In this role, you will support operations, maintenance ...

Abbott

Senior Contact Center Engineer

Alameda, CA · On-site

$114K - $228K/yr

The Opportunity We are seeking a motivated, customer-focused Senior Contact Center Engineer to join our growing Contact Center Services team. In this role, you will support operations, maintenance ...

NorthShore

Contact Center Engineer II

Warrenville, IL · On-site

$41.64 - $64.54/hr

Contact Center Engineer II * Location: Warrenville, IL * Full Time * Hours: Monday-Friday, 8:00am - 4:30pm * Hybrid Position * Local travel to other corporate sites will be required as needed. Job ...

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Senior Contact Center Engineer information

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$59.5K

$126.6K

$183.5K

How much do senior contact center engineer jobs pay per year?

As of Jun 9, 2026, the average yearly pay for senior contact center engineer in the United States is $126,557.00, according to ZipRecruiter salary data. Most workers in this role earn between $104,500.00 and $143,500.00 per year, depending on experience, location, and employer.

What are some of the common challenges Senior Contact Center Engineers face when integrating new technologies into existing systems?

Senior Contact Center Engineers often encounter challenges such as ensuring compatibility between legacy systems and new platforms, minimizing downtime during migrations, and maintaining consistent customer experience throughout transitions. They must also handle complex troubleshooting, address security concerns, and coordinate with cross-functional teams to align technical upgrades with business goals. Successfully managing these challenges requires strong technical expertise, effective communication, and careful project planning.

What are the key skills and qualifications needed to thrive as a Senior Contact Center Engineer, and why are they important?

To thrive as a Senior Contact Center Engineer, you need expertise in telephony, networking, VoIP, and contact center architecture, typically supported by a degree in computer science or related field and relevant experience. Familiarity with platforms like Cisco UCCE, Genesys, or Avaya, as well as certifications such as CCNP Collaboration or equivalent, is often required. Strong problem-solving, communication, and project management skills help you effectively collaborate with stakeholders and troubleshoot complex issues. These skills ensure reliable, scalable contact center solutions that support seamless customer experiences and business operations.

What is a Senior Contact Center Engineer?

A Senior Contact Center Engineer is an experienced IT professional who designs, implements, and manages contact center technology solutions, such as call routing systems, IVR (Interactive Voice Response), and customer service platforms. They work with hardware and software to ensure efficient operations, troubleshoot issues, and optimize performance for customer service teams. In addition to technical expertise, they often collaborate with stakeholders to integrate new features, enhance customer experiences, and maintain system security and reliability.

What is the difference between Senior Contact Center Engineer vs Contact Center Technician?

AspectSenior Contact Center EngineerContact Center Technician
CredentialsTypically requires a bachelor's degree in IT, telecommunications, or related field; certifications like CCNA or CCNP are commonUsually holds a diploma or associate degree; certifications like CompTIA or vendor-specific tech certs are common
Work EnvironmentDesigning, implementing, and maintaining contact center systems; often involved in project managementSupporting, troubleshooting, and repairing contact center hardware/software; primarily in technical support roles
Employer & Industry UsageUsed by organizations with complex contact center infrastructure; in telecom, IT services, and large enterprisesFound in call centers, IT support firms, and service providers

The Senior Contact Center Engineer focuses on system design and strategic implementation, requiring advanced certifications and experience. In contrast, the Contact Center Technician handles day-to-day technical support and troubleshooting. Both roles are essential in contact center operations but differ in scope and responsibilities.

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Senior Contact Center Engineer jobs near you
Senior Contact Center Engineer

Senior Contact Center Engineer

Safe-Guard Products International LLC

Atlanta, GA • On-site

$100K - $138K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 20 hours ago

Job description

Please do not respond to direct messages with your personal information. All job applications and your sensitive, personal information should only be submitted via our official job platform.


Location: US-GA-Atlanta (Sandy Springs)

FLSA: Exempt

#LI-hybrid

Job Overview:

We are seeking a highly skilled and experienced Senior Contact Center Engineer to lead and design implementations and support our enterprise contact center platforms. This role requires deep expertise in CISCO Packaged Unified Contact Center Enterprise (PCCE), CVP, ICM scripting, Email and Chat Enterprise system with related technologies and integrations. This role requires supporting enterprise-class SaaS/CCaaS solutions, such as AWS Connect, Genesys, or NICE CXone. The ideal candidate will play a key role in optimizing customer experience and driving innovation across our contact center platforms."

We are exploring emerging technologies, with opportunities to contribute to Generative AI and Agentic AI projects, helping shape the future of intelligent systems across our platforms


Job Responsibilities:

  • Setup, configure, and test components of the Cisco IP Contact Center, including IVR/CVP, Finesse Gadgets, CUIC Definitions, VXML Call Studio, Cisco Intelligent Contact Management system, Task Routing Workflow Routing addition to Calabrio Analytics, WFM and QM systems.
  • Collaborate with cross-functional teams to integrate CRM/Sales Force, Workforce Management, and reporting platforms
  • Manage day-to-day activities for CISCO Enterprise Chat and Emails System
  • Support CISCO Ingress SIP gateways
  • Support Calabrio ONE, QM, WFM and AI hosted solutions.
  • Participate in various IT projects intended to continually improve/upgrade converged network solutions
  • Troubleshoot complex issues across the various contact center environments.
  • Provide tier2 Support for Contact center Customer service representatives
  • Continuously monitor, optimize, and improve the performance of existing applications 
  • Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems
  • Educates the customer on solution as appropriate throughout the life of the project
  • Mentor team members in deployment methodology and technical best practices. 

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

  • Bachelor’s degree in information systems/computer science or equivalent is required
  • 5 years’ hands-on experience working with CISCO Unified Contact Center Solutions
  • Strong understanding of SIP, VoIP, and network protocols
  • Strong verbal and written communications skills are a must
  • Hybrid position: Work onsite at our Atlanta, GA headquarters 4 days a week.
  • Ability to work effectively across internal and external organizations
  • Familiarity with PCI compliance
  • Strong client facing skills along with strong verbal and written communication skills
  • Aptitude to acquire new technology and concepts quickly
  • High-end experience in Cisco Contact Center and Collaboration systems engineering
  • Experience with capturing customer call flow requirements and developing call flow scripts
  • Working experience in integrating UCCE with any other contact center solutions
  • A can-do, upbeat attitude is required, with the willingness to go the extra mile to ensure customer satisfaction
  • Knowledge of Cisco Call Manager, voicemail, unified messaging, ACD and IVR systems, integration to CRM packages
  • CCNP or CCIE certification preferred


Company Benefits:

  • Medical, Dental, and Vision Insurance
  • Flexible Spending Account
  • Health Savings Account
  • 401(k) Plan with Company Match
  • Company-paid Short-Term and Long-Term Disability
  • Company-paid Life Insurance
  • Paid Holidays and Vacation
  • Employee Referral Program
  • Employee Assistance Program
  • Wellness Programs
  • Paid Community Service Opportunities
  • Tuition Reimbursement
  • Ongoing Training & Personal Development
  • And More!


About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.

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