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Senior Contact Center Engineer Jobs (NOW HIRING)

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Cloud Contact Center Engineer

Lansing, MI

$56.50 - $75.50/hr

This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions. Specifics below: * Confident in a client ...

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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 12, 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.

More about Senior Contact Center Engineer jobs
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What job categories do people searching Senior Contact Center Engineer jobs look for? The top searched job categories for Senior Contact Center Engineer jobs are:
Senior Contact Center Engineer jobs near you
Genesys Call Center Engineer

Genesys Call Center Engineer

Procom Consultants Group

Durham, NC

Contractor

Posted 20 days ago

Job description

Company Description

Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.
With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest "Canadian-Owned" IT staffing/consulting company.
Procom's areas of staffing expertise include:
Application Development
Project Management
Quality Assurance
Business/Systems Analysis
Datawarehouse & Business Intelligence
Infrastructure & Network Services
Risk Management & Compliance
Business Continuity & Disaster Recovery
Security & Privacy
Specialties Contract Staffing (Staff Augmentation)
Permanent Placement (Staff Augmentation)
ICAP (Contractor Payroll)
Flextrack (Vendor Management System)

Job Description

Genesys Call Center Engineer 


On behalf of our client, Procom Services is searching for a Genesys Call Center Engineer for a contract opportunity in Durham, NC. 


Genesys Call Center Engineer Job Details


The Contact Center Engineer is accountable for the strategy, planning, design, project execution, and overall health of the IT infrastructure systems. This role leads operational and project support for the delivery and operations team that provides a managed service for telephony and contact centers technologies.


Genesys Call Center Engineer Mandatory Skills


Professional knowledge and experience in the design, configuration and implementation of Genesys 8.x Framework, URS, Tserver, Datamart, Infomart, Contact Center Analyzer, Call Concentrator, Stat Server, Genesys high availability architecture, Multi Channel Routing (MCR), Web Chat, Email Routing, GPlus Adapter for Siebel. 

In-depth knowledge and experience with Avaya ACD(EAS), IVR, CMS, CentreVu, Vectoring deployed on Avaya's Communication Manager platform, AT&T Route IT, Toll free routing with advanced features. 

Experience with call center (ACD & Vectoring), workforce management, IVR, CTI, speech recognition, quality monitoring, skills, Intelligent Call Routing, IXC/LEC routing methodologies and experience with Avaya, or Genesys telephony systems related to contact center applications are preferred. 

Experience with Nuance, SpeechWorks, or ScanSoft speech application design and/or development experience desirable, but not mandatory. 

Experience with Siebel CRM integration, VXML programming or SQL/Oracle query languages a plus. 

Detailed understanding of enterprise system interactions and integrations

Genesys 7 or 8 GCP-CIV or Genesys GCP-DIV or Genesys GCP-CVE, Avaya ACS Design-Contact Center or Cisco CCNA certifications or above a plus

Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, QoS, VoIP, 

Understanding of IP addressing schemes and VLAN designs. 

Experience with configuration and implementation of data switches and routers; knowledge of Cisco a plus. 

Ability to analyze end-to-end TCP/IP protocol trace to identify network connectivity issues is a strong plus

Experience with such diagnostic tools as Ethereal, PC Anywhere, and NetIQ. 

Proficiency in downloading software, firmware, updates and patches to communications products; 

Overall knowledge of Avaya S8xxx platform and Communication Manager is highly desirable; Avaya

Familiarity with PC-based apps a plus (i.e.: IP Softphone, IP Agent, Softconsole) 


Genesys Call Center Engineer Start Date


ASAP


Genesys Call Center Engineer Assignment Length


6 Months

Additional Information

All your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only. 

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