Call Center Engineer (Telephony & Python Automation)

We are seeking an experienced Senior Call Center Engineer to design, implement, support, and optimize enterprise contact center platforms and telephony infrastructure. This role combines deep expertise in contact center technologies, telephony systems, cloud communications, and automation development using Python. The ideal candidate will serve as a technical leader responsible for ensuring high availability, performance, security, and continuous innovation across voice, digital, and self-service customer engagement platforms.

The Senior Call Center Engineer will work closely with business stakeholders, operations teams, vendors, architects, and developers to deliver scalable customer experience solutions while automating operational processes and integrations., Contact Center Engineering

• Design, implement, and maintain enterprise contact center platforms such as Amazon Connect, NICE CXone, Genesys, Five9, Cisco UCCE/UCCX, Avaya, or similar solutions.
• Configure and support IVR, ACD, call routing, skills-based routing, queue management, and omnichannel communication platforms.
• Develop and maintain call flows, routing scripts, prompts, CTI integrations, and self-service capabilities.
• Manage telephony services including SIP trunking, PSTN connectivity, Session Border Controllers (SBCs), carriers, and voice infrastructure.
• Perform platform upgrades, migrations, testing, and production deployments.
• Troubleshoot complex call quality, signaling, routing, and carrier-related issues.
• Monitor platform health and implement performance optimization strategies.

Automation & Software Development

• Design and develop automation solutions using Python to improve operational efficiency.
• Build integrations between contact center platforms, CRM systems, ticketing systems, reporting platforms, and third-party applications.
• Develop APIs, data extraction tools, reporting automation, and workflow orchestration solutions.
• Create scripts for platform administration, monitoring, configuration auditing, and compliance validation.
• Develop automated testing and deployment solutions to improve system reliability.
• Maintain source control and follow software development best practices.

Cloud & Infrastructure Management

• Support cloud-based contact center and telephony environments.
• Configure and maintain AWS, Azure, or other cloud services supporting contact center platforms.
• Implement infrastructure-as-code and automation practices where applicable.
• Collaborate with network and security teams to ensure platform reliability and compliance.
• Participate in disaster recovery planning, business continuity testing, and high-availability designs.

Operational Support

• Act as a Tier III escalation resource for complex production incidents.
• Perform root cause analysis and implement permanent corrective actions.
• Participate in on-call support rotations.
• Create technical documentation, runbooks, architecture diagrams, and operational procedures.
• Support vendor management activities and engage vendors during incident resolution.

Leadership & Collaboration

• Provide technical leadership and mentoring to junior engineers.
• Lead technical projects including platform transformations and cloud migrations.
• Partner with business stakeholders to gather requirements and translate them into technical solutions.
• Recommend technologies and automation opportunities to improve customer and agent experiences., * NICE CXone
• Genesys Cloud
• Cisco Contact Center
• Five9
• Interactive Voice Response (IVR)
• Automatic Call Distribution (ACD)
• Workforce Optimization
• Omnichannel Routing

Telephony

• SIP Protocol
• VoIP Technologies
• PSTN Connectivity
• SBC Configuration
• Carrier Management
• Call Flow Analysis
• Voice Quality Troubleshooting

Programming & Automation

• Python
• REST APIs
• JSON/XML
• SQL
• Git

Cloud & Infrastructure

• AWS
• Azure
• Infrastructure as Code

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• 7+ years of experience supporting enterprise contact center platforms.

• 5+ years of experience with telephony technologies including:

• SIP
• VoIP
• PSTN
• SBCs

• Call routing

• 3+ years of professional Python development experience.
• Experience developing and consuming REST APIs.
• Strong understanding of IVR design, ACD functionality, and omnichannel routing.
• Experience troubleshooting voice quality and signaling issues.
• Knowledge of networking fundamentals including TCP/IP, DNS, VPN, firewalls, and load balancing.
• Experience with SQL and data analysis tools.
• Strong written and verbal communication skills., * Experience with Amazon Connect, NICE CXone, Genesys Cloud, Cisco Contact Center, or Five9.
• AWS, Azure, or Google Cloud certifications.

• Experience using:

• Lambda
• API Gateway
• DynamoDB
• S3
• Kinesis

• Event-driven architectures

• Experience with CI/CD pipelines and DevOps practices.
• Familiarity with PowerShell, Bash, or other scripting languages.
• Experience with CRM integrations such as Salesforce, ServiceNow, or Microsoft Dynamics.
• Knowledge of PCI DSS, HIPAA, FedRAMP, or other regulated environments.
• Experience supporting contact centers with 500+ agents., This role is ideal for a highly technical engineer who combines deep telephony expertise with strong Python development skills to build, automate, and support enterprise-scale contact center solutions.

Infinite is a global leader in digital engineering and IT services, with over 20 years of experience driving digital transformation. We partner with leading Fortune 1000 companies to deliver innovative, scalable technology solutions that accelerate business outcomes.

With deep expertise in telecommunications, healthcare, banking, and finance, Infinite helps organizations optimize and modernize their technology landscapes to achieve long-term growth and efficiency.