Senior Platform Engineer
Core
Lead deployment, configuration, and optimization of cloud contact center solutions for enterprise customers, acting as a Project Engineer or Solution Architect.
Role type
Senior IC Professional Services Consultant / Solution Architect
Builds
Production contact center implementations and integrations for enterprise clients
Domain
Contact Center as a Service (CCaaS) / Cloud Contact Center Software
Deliverable
production ML models | product features | client delivery
Required skills
Contact Center Software implementation, Advanced Integrations (Salesforce, NetSuite, Zendesk, ServiceNow), Complex IVR configuration, API development (WFA, HookAPIs), SIP requirements translation, Digital Channel implementation (Chat/Email/SMS), SSO implementation, Data analysis for decision-making
Preferred skills
Programming languages, Securepay/IVA implementation, ESS (Event Subscription Services)
Technologies
Five9, Salesforce, NetSuite, Velocity, Velocify, Zendesk, ServiceNow, Dynamics 365, HubSpot, WFA, SIP
Responsibilities
Lead requirements gathering, configuration, testing, and production rollout; Handle escalated implementations requiring technical expertise; Mentor team members; Translate SIP requirements to business language; Provide consultative recommendations for call center management
Seniority
Senior, hands-on IC with mentorship responsibilities