> Markdown version of [/jobs/ext/1833081-senior-contact-center-engineer](https://www.wearedevelopers.com/jobs/ext/1833081-senior-contact-center-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Contact Center Engineer - **Company:** Unitedhealth Group Inc - **Location:** Bernards, NJ, United States (Remote available) - **Experience:** Expert - **Salary:** $91,700.0 - $163,700.0 - **Contract:** Permanent contract - **Skills:** Automatic Call Distributor, Artificial Intelligence, Amazon Web Services, Microsoft Azure, Cloud Computing, Productivity Software, Reliability Engineering, Software Engineering, Systems Integration, Zabbix, Amazon Connect, Datadog, Data Logging, GitHub Copilot, Grafana, Software Security, Information Technology, Performance Monitor, Cloudwatch, Splunk, GPT, Api Management - **Published:** July 8, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17510404?backUrl=%2Fcareer%2F17510404%2FSenior-Contact-Center-Engineer-New-Jersey-Basking-Ridge ## About the Role * Bachelor's degree OR 4+ years of software engineering experience * 3+ years of experience supporting NICECXOneContact Center platform, Good to have Amazon Connect experience * 3+ years of experience as a level 3 contact center production support engineer * 3+ years of understanding of telephony concepts - (Call Routing, SIP, Agent Desktop, CRM, Chat) * 3+ years of experience in observability, monitoring, and troubleshooting within large-scale production environments * 3+ years of hands-on experience with at least two of the monitoring/observability tools (Splunk, Zabbix, AWS CloudWatch, Datadog) * 1+ years of cloud experience in one of the following - AWS, Azure, or GCP, * Bachelor's degree (or higher) in Computer Science, Information Technology, or a related technical field * Experience leveraging enterprise-approved AI productivity tools (such as GitHub Copilot, ChatGPT, or other AI-assisted coding/automation assistants) to accelerate development and optimize daily workflows * Certifications related to Contact center platforms * Solid understanding of cloud network infrastructure, API integrations, and secure deployment pipelines * Strong communication and documentation skills, with experience creating troubleshooting playbooks and technical diagrams for operational teams *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. ## Description As a Senior Software Engineer on our team, you will lead high-level production support and drive reliability, observability, and performance across our enterprise Contact Center as a Service (CCaaS) platform. Our team is dedicated to delivering seamless customer interaction journeys by optimizing complex telephony systems and modern cloud integrations. In this role, you will analyze end-to-end contact flows, manage critical incident resolutions as a level 3 support specialist, and design advanced monitoring frameworks. This position is ideal for an engineer who actively utilizes and integrates modern AI productivity tools and scripting into their daily workflows to increase efficiency, automate support tasks, and continuously improve platform supportability. If you are passionate about site reliability, advanced telephony concepts, and leveraging AI-assisted engineering practices to optimize large-scaleCCaaSenvironments, this is the perfect opportunity to make a massive impact on our operational excellence. You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges., * Design, develop, and enhance proactive monitoring and observability capabilities across Contact Center platforms such as NICECXOne, Amazon Connect and related integrations * Collaborate with developers, architects, security teams, and platform owners to establish and enforce logging, tracing, and monitoring standards to strengthen platform reliability and supportability * Troubleshoot and resolve production incidents and customer reported issues, ensuring timely communication, detailed root cause analysis, and permanent remediation steps * Participate in on-call rotations, manage critical outages, drive cross-team bridge calls, and ensure accurate incident documentation and post incident reviews * Create and maintain monitoring dashboards and alerting configurations using tools such as Splunk, CloudWatch, Zabbix, Grafana, or similar * Analyze end-to-end contact flows and customer interaction journeys to identify defects, performance issues, or configuration gaps * Work closely withCCaaSvendors and third-party partners to improve operational capabilities, optimize integrations, and ensure adherence to best practices * Conduct change reviews, validate deployment readiness, and help implement safe, controlled releases into production environments * Develop automation and operational tooling using scripting and enterprise-approved AI tools to improve issue detection, reduce manual effort, and streamline repetitive support activities * Use enterprise-approved AI tools to streamline software engineering workflows, automate routine tasks, and drive continuous operational improvement * Evaluate emerging technology and industry trends to inform solution design, optimizeCCaaSenvironments, and drive strategic innovation * Contribute to knowledge sharing by creating troubleshooting playbooks, updating guides, diagrams, and training sessions for broader support and operations teams You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in. ## Related Videos - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Streaming AI Responses in Real-Time with SSE in Next.js & NestJS](https://www.wearedevelopers.com/videos/1630-streaming-ai-responses-in-real-time-with-sse-in-next-js-nestjs) - [Building Employee Experience Through Everyday Interactions](https://www.wearedevelopers.com/videos/1763-building-employee-experience-through-everyday-interactions) - [Speak, Code, Deploy: Transforming Developer Experience with Voice Commands](https://www.wearedevelopers.com/videos/1159-speak-code-deploy-transforming-developer-experience-with-voice-commands) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)