Senior CCaaS Engineer

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IDR is seeking a Senior CCaaS Engineer to join one of our top clients for a remote opportunity! This role focuses on architecting, optimizing, and supporting cloud-based contact center solutions, with a strong emphasis on NICE CXone platform integration, AI innovation, and complex system troubleshooting. The organization operates within the technology and communications industry, offering cutting-edge solutions for enterprise communication and automation.

Position Overview for the Senior CCaaS Engineer:

• Responsible for deep technical support and enhancements of existing cloud contact center architecture.
• Lead integrations with enterprise platforms like Salesforce, ServiceNow, and EPIC to streamline customer experiences.
• Design and deploy advanced AI and automation solutions, including conversational AI, chatbots, and voice agents.
• Act as a technical escalation point for major platform outages and troubleshoot complex system issues swiftly.
• Mentor engineering teams on scripting, AI deployment, and best practices to promote technical excellence.

Requirements for the Senior CCaaS Engineer:

• Extensive experience with NICE CXone, enterprise API integrations, and complex scripting.
• Proven expertise in AI technologies, including LLMs, web/chat bots, and voice agents.
• Strong background in implementing fraud protection systems and voice biometric solutions.
• Demonstrated ability to troubleshoot major outages and perform root-cause analysis efficiently.
• Bachelor's Degree in Computer Science, Information Technology, or equivalent technical experience.

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.

#LI-Remote   IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws. To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here. Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications. If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com

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