CCaaS Engineer

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CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are seeking a highly skilled and motivated CCaaS Engineer to join our dynamic team. The CCaaS Engineer is responsible for designing, implementing, and maintaining our cloud‑based contact center platforms. This role blends technical engineering, workflow design, automation, and cross‑functional collaboration to ensure our customer experience operations run efficiently, reliably, and intelligently. The ideal candidate has hands‑on experience with leading CCaaS platforms and a strong understanding of telephony, routing, integrations, and conversational AI. This position will be full-time and remote. 

Only work authorizations that will not require sponsorship now or in the future will be considered.

What You’ll Do

• Design, configure, and maintain CCaaS solutions (e.g., Talkdesk, Genesys Cloud, NICE CXone, Amazon Connect, Five9)

• Build and optimize call flows, IVRs, routing logic, queues, and skills based distribution

• Implement omnichannel capabilities across voice, chat, email, SMS, and digital channels

• Manage telephony components including SIP trunks, DID provisioning, call recording, and QoS monitoring

• Develop and maintain virtual agents, chatbots, and self-service workflows

• Train and tune conversational AI models for intent recognition and routing

• Configure agent assist tools, real time guidance, and automated summarization features

• Identify automation opportunities using analytics and operational insights

• Integrate CCaaS platforms with CRM, ITSM, WFM, and knowledge systems using APIs and webhooks

• Support data flows between systems to enable reporting, analytics, and real time decisioning

• Collaborate with IT and engineering teams to ensure secure, scalable integrations

• Monitor platform performance, call quality, and system health

• Troubleshoot issues related to routing, telephony, integrations, and agent tools

• Analyze interaction data to improve containment, reduce handle time, and enhance customer effort

• Partner with operations to refine workflows based on agent and customer feedback

• Ensure adherence to security, privacy, and compliance standards (e.g., PCI, HIPAA, SOC2)

• Maintain documentation, version control, and change management processes

• Participate in vendor management, release reviews, and platform roadmap discussions

What You’ll Need

Required:

• 3+ years of experience with CCaaS platforms (Talkdesk, Genesys Cloud, NICE CXone, Amazon Connect, or similar)

• Strong understanding of call routing, IVR design, telephony fundamentals, and SIP

• Experience with APIs, JSON, webhooks, and basic scripting (Python, JavaScript, or similar)

• Familiarity with conversational AI tools (Dialogflow, Lex, Talkdesk AI Trainer, etc.)

• Ability to translate business requirements into scalable technical solutions

• Strong troubleshooting skills and comfort working in fast paced environments

• Excellent communication and cross functional collaboration.

• Strong problem solving mindset with attention to detail

• Ability to manage multiple priorities and deliver high quality work

• Customer centric approach to engineering and design

• Primarily standard business hours (Monday-Friday) with flexibility required during peak periods, business changes, or real-time monitoring needs. Occasional evening or weekend work may be required during critical business events.

Preferred:

• Certifications in CCaaS platforms or cloud technologies (AWS, Azure, Google Cloud)

• Experience with CRM or ITSM integrations (Salesforce, ServiceNow, Zendesk, Jira)

• Knowledge of WFM, QM, and analytics tools

• Exposure to speech analytics, sentiment analysis, or AI driven insights

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

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Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.