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Senior Contact Center Engineer Jobs (NOW HIRING)

Hire Talent

Senior Contact Center Developer

$55.75 - $73.75/hr

Senior Contact Center Developer As a senior Contact Center Developer, you will be responsible for the analysis, design, development, and testing of complex Self-Service applications using Genesys ...

Hire Talent

Senior Contact Center Developer

Mclean, VA · On-site

$56 - $73.75/hr

As a senior Contact Center Developer, you will be responsible for the analysis, design, develop, and test complex Self-Service applications using Genesys Cloud and AWS platforms for large MMIS ...

Opportunities

Senior Contact Center Specialist

Buffalo, NY · On-site

$18.50 - $21/hr

Senior Contact Center Specialist The Senior Contact Center Specialist is responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and ...

Eaton

Senior Contact Center Manager

Galesburg, MI · On-site

$97K - $143K/yr

The Senior Contact Center Manager is responsible for developing a contact center culture of excellence within the Roadranger Customer Experience Center, delivering industry-leading customer support ...

New

Endeavor Health

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 ...

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 ...

Procom Services

208029 / Senior Call Center Engineer

Durham, NC · On-site

$101K - $138K/yr

Senior Call Center Engineer Job Details Provide expert consultation in one or more areas for the ... Demonstrate expertise in a variety of contact center and call center technologies, practices, and ...

Northwest

Senior Contact Center Specialist

Buffalo, NY · On-site

$18.50 - $21/hr

NY0705 NY Region Business Office JOB SUMMARY The Senior Contact Center Specialist is responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases ...

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All JobsSenior Contact Center Engineer Jobs

Senior Contact Center Engineer information

See salary details

$59.5K

$126.6K

$183.5K

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

As of Jul 3, 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 Developer

Senior Contact Center Developer

Hire Talent

Remote

$55.75 - $73.75/hr

Other

Posted 10 days ago

Job description

Senior Contact Center Developer

As a senior Contact Center Developer, you will be responsible for the analysis, design, development, and testing of complex Self-Service applications using Genesys Cloud and AWS platforms for large MMIS (Medicaid Management Information System) systems with minimal supervision. As part of the team, you will have the opportunity to shape scalable, high-performing contact center applications, improve operational efficiencies, and enable better outcomes for Medicaid stakeholders across the states.

Responsibilities:

  • Design, develop, and test complex Self-Service applications using Genesys Cloud and AWS platforms.
  • Build and implement Genesys bots and AWS Lex bots for enhanced self-service capabilities.
  • Develop and integrate Chat functionality for web portals.
  • Integrate with the evoBrix X Medicaid platform using REST and SOAP APIs.
  • Evaluate and understand highly complex interrelationships and effects among programs, interfacing applications, and platforms.
  • Design call routing and messaging solutions for seamless user experiences.
  • Leverage AWS services, including Lambda, API Gateway, S3, SNS for scalable solutions.
  • Utilize Java Spring Framework for backend development and maintain codebases using Git.
  • Proficiently use CI/CD pipelines, build tools such as Maven, Jenkins, and version control tools like Git or SVN.
  • Support and troubleshoot existing applications, resolving issues promptly to meet project milestones or Service Level Agreements (SLAs).
  • Manage and track incidents, defects, and enhancements through Jira.
  • Maintain and organize design artifacts in SharePoint or Confluence.
  • Assist with project releases, maintenance, and security updates to ensure system reliability.
  • Communicate effectively with the Integration Lead/Manager, providing updates on activities, issues, and risks.

    • Experience/Preferred Skills Required:

    • Bachelor's degree in computer science, Information Technology, or a related field.
    • 7+ years of experience with Genesys Cloud Platform, AWS. Other contact center systems (e.g., Amazon Connect, Avaya) is also a plus.
    • Strong expertise in backend systems for service-oriented architectures.
    • Experience with chatbots, voice assistants, or AI-driven products is a plus.
    • Experienced in the Java and other programming languages like Python, Node.js is also a plus.
    • Strong expertise with relational databases, including Postgres, DynamoDB, and Oracle.
    • Proficient in CI/CD pipelines and tools such as Maven, Jenkins, and version control tools like Git or SVN.
    • Experience in healthcare systems, and with a strong understanding of PHI, PII, and HIPAA compliance requirements (preferred).
    • Preferred: Experience in containerization using Docker or Kubernetes is a plus.
    • Detail-oriented, capable of managing multiple priorities, and thrive in a collaborative environment.

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