Client - Financial Services 

Title - CCaaS Lead Engineer 

Location - Baltimore MD, Evansville IN, Charlotte NC, Irving TX, Wilmington DE (Hybrid)

Type - Long Term Contract 

Responsbilities:

• Design, develop, and support self-service IVR applications that provide a positive customer experience and streamline contact center operations.
• Support the IVR infrastructure (application servers, prompt servers, and load balancers)
• Ongoing maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure and integration points.
• Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with CCaaS solutions to enhance functionality and automate workflows.

Qualifications: 

• CCaaS (Contact Center as a Service) experience and expertise is a must (on prem to cloud) 
• NICE CX on prem to cloud migration experience (at an enterprise level) - Experience with about 6000-8000k users not 200-300
• Hands on engineer with AWS experience 
• Proficient in API development and integrations (REST, SOAP, JSON, etc.).
• Hands-on experience with call recording solutions like Verint or NICE Systems.
• Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies.