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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Call Center Engineer (Telephony & Python Automation) - **Company:** Infinite Computer Solutions (ICS) - **Location:** Dallas, TX, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Automatic Call Distributor, Application Programming Interfaces (APIs), Amazon Web Services, Amazon S3, Data Analysis, Application Services, Automation of Tests, Interactive Voice Response, Microsoft Azure, Bash Shell, VoIP, Cloud Computing, Computer Programming, Computer Telephony Integration, Customer Interaction Management (Software), Data Mining, DevOps, Disaster Recovery, Domain Name System (DNS), Amazon DynamoDB, Issue Tracking Systems, Virtual Private Networks (VPN), JSON, Python (Programming Language), Microsoft Dynamics, Networking Basics, Routing, PCI Data Security Standards, Performance Tuning, Windows PowerShell, Public Switched Telephone Networks, Queue Management Systems, Cloud Services, Standard Sql, Runbook, Salesforce.Com, Software Deployment, Software Engineering, SQL Databases, Systems Integration, TCP/IP, Extensible Markup Language (XML), Software Organization, Amazon Connect, Scripting, Google Cloud, Load Balancing, Cisco Unified Contact Center Enterprise (UCCE), Genesys, System Availability, Reliability of Systems, Firewalls (Computer Science), Git, Event Driven Architecture, Information Technology, Tools for Reporting, Api Gateway, Restful APIs, Software Version Control, Cisco, Servicenow, Telco Cloud - **Published:** August 5, 2026 - **Apply:** https://www.dice.com/job-detail/333abb43-d881-431d-a841-5237795f4d33 ## About the Role * 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. ## Description 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 ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [How a Small Team Shrank a Microsoft Monorepo by 94%](https://www.wearedevelopers.com/videos/1236-how-a-small-team-shrank-a-microsoft-monorepo-by-94) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Introducing JSON Structure](https://www.wearedevelopers.com/videos/100219-introducing-json-structure) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [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) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)