Senior CCaaS Engineer
Job ID: 503175 Posted 22 hours ago
Malver2, Pennsylvania
Contract
Systems Engineering
$60-$70/hr
Job Details
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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.
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Why Us?
IDR has been in business for over 25 years and offers access to hundreds of companies across the country to work for. For many of the contractors that work for us, there are some unique benefits to being a part of the IDR team. One specific benefit is that we believe our contractors are part of something bigger than yourself. We are an employee-owned company and in an ESOP (Employee Stock Ownership Plan), as the share price of our company grows, so does your equity in our company. Our contractors, as well as our internal employees, can participate in this plan after one year of service. In addition to joining our ESOP program, you will also receive weekly pay, 401k access, and access to three different benefit plans that cover 50% of the individual premiums along with access to unlimited behavioral health sessions with a licensed counselor.
About Us
IDR, Inc. is an award-winning, employee-owned staffing firm with headquarters in Alpharetta, GA and offices in the Nashville, Dallas, and Denver markets. Founded in 1998, IDR has grown to serve businesses and professionals across industries including IT, healthcare, accounting and finance, government services, and professional services. Recognized for our expertise and the high-touch approach of our Engagement Management Program, IDR continues to build rewarding partnerships with companies and consultants. Our best-in-class service has earned IDR ClearlyRated’s Best of Staffing Client and Talent awards for ten consecutive years, in addition to awards from Staffing Industry Analysts and Best and Brightest Companies to Work For. With our commitment to empowering talent and developing leaders, we’re passionate about what we do and how we do it, and we look forward to working with you.