Senior Contact Center Engineer
Core
Design, engineer, and optimize intelligent virtual assistant (IVA) and contact center automation capabilities across voice and digital channels to improve self-service and operational efficiency.
Role type
Senior IC contact center platform engineer (automation & IVA)
Builds
Scalable IVA solutions, conversational IVR, chatbots, voice bots, intelligent routing, and agent assist features
Domain
Healthcare technology / Contact Center Operations / Conversational AI
Deliverable
production ML models
Required skills
Conversational AI design, IVA architecture, contact center operations (ACD, WFM, QM), API integration, performance optimization, troubleshooting, SDLC practices
Preferred skills
Advanced automation patterns, reusable design standards, stakeholder partnership
Technologies
Five9, Salesforce, telephony platforms, authentication services, CRM systems, APIs
Responsibilities
Lead design and implementation of IVA and automation capabilities; Engineer seamless automation-to-agent handoff experiences; Design integrations with contact center platforms and enterprise systems; Monitor and optimize IVA performance using containment and escalation metrics; Troubleshoot conversational defects and integration issues; Establish engineering standards and governance practices; Provide technical guidance and mentoring to teams
Seniority
Senior, hands-on IC
