Lead Systems Engineer –Agent Workspace
Core
Technical leader for the design, configuration, and maintenance of SaaS contact center platforms (Zendesk, Five9) serving 100+ brands globally.
Role type
Senior IC systems engineer (contact center architecture)
Builds
Scalable, secure, and resilient agent workspace platforms and integrations
Domain
Live entertainment industry + Contact Center Technology
Deliverable
production ML models | product features | infrastructure
Required skills
SaaS contact center platform configuration, system architecture design, deployment automation, incident resolution, cross-functional coordination, mentoring, API integration, multi-channel environment management
Preferred skills
Zendesk certification, experience with Decagon AI, large contact center operations
Technologies
Zendesk, Five9, RESTful APIs, Python, JavaScript, HTML, CSS, JIRA, Confluence, Google Analytics, Microsoft 365, Decagon AI
Responsibilities
Own architecture and global configuration framework for contact center platforms; lead design of scalable systems and integrations; mentor junior engineers; drive incident resolution and cost optimization; build custom integrations using APIs; establish operating procedures and QA standards
Seniority
Senior, hands-on IC with leadership responsibilities