Contact Center Engineer

Tixy Services LLC

Plano, United States

1 day ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

Java (Programming Language) JavaScript (Programming Language) Application Programming Interfaces (APIs) Artificial Intelligence Amazon Web Services Cloud Computing Computer Telephony Integration System Configuration Data Integration Data Synchronization Electronic Data Interchange (EDI) Middleware

+25 more

Trunking Python (Programming Language) Lex (Software) Routing Node.Js Cloud Services Runbook Salesforce.Com SAP (Applications) Systems Integration Amazon Connect Apex Code Scripting Chatbots Genesys Boomi Backend Api Design Restful APIs Amazon Lex Natural Language Understanding Data Pipelines Api Management Mulesoft Servicenow

Job description

We are looking Contact Center as a Service (CCaaS) delivery practice across multiple enterprise accounts. We’‘re building a bench of hands-on CCaaS / Contact Center Engineers who can design, configure, and integrate contact center platforms - supporting client engagements spanning voice, digital channels, CRM integration, and AI-assisted customer experience., * Design and configure IVR/ACD call flows, routing logic, and skills-based queuing

Build and maintain API integrations between CCaaS platforms and CRM/backend systems (Salesforce, SAP, ServiceNow, custom APIs)
Support agent desktop integrations, screen-pop, and CTI configurations
Implement reporting/analytics pipelines (real-time and historical) for contact center KPIs
Participate in platform migrations (e.g., legacy PBX/ACD to cloud CCaaS)
Collaborate with solution architects on use-case design for AI-assisted routing, agent assist, and self-service automation
Document configurations, runbooks, and knowledge transfer artifacts for client handoff

Requirements

Candidates must show hands-on configuration/development depth on the following platforms, with 3+ years of combined CCaaS experience:

NICE (CXOne) - IVR scripting, ACD routing, WFM/WFO integration, Studio scripting, API-based integrations
Genesys (Cloud CX / PureConnect / Engage) - Architect/Composer flows, routing strategies, Genesys Cloud API, orchestration
Amazon Connect - Contact flows, Lambda integrations, Lex bots, Connect APIs, CTR/Kinesis data pipelines

Required Integration Experience This role carries a strong CRM/backend integration component. Candidates should have direct, hands-on experience with:

Salesforce - Service Cloud / Salesforce Contact Center integration, CTI adapters, Apex/API-based data sync
SAP or other enterprise CRM - case/ticket data integration, customer record sync, backend workflow integration
REST API design & consumption - building and consuming RESTful services for CTI, screen-pop, and data exchange between CCaaS platforms and CRM/backend systems
Middleware / iPaaS exposure (e.g., MuleSoft, Boomi, or custom integration layers) is a plus, * Exposure to conversational AI platforms (Parloa, Google CCAI, Amazon Lex, NLU/NLP tooling)
Experience with WFM tools (Verint, NICE WFM, Calabrio)
Telephony/SIP trunking and carrier integration background
Certifications: NICE CXOne Certified, Genesys Cloud Certified Professional, AWS Certified (Connect/Developer), Salesforce Certified
Prior experience in BPO, healthcare, financial services, or retail contact center environments
Scripting/dev skills: Python, Node.js, JavaScript, or Java for custom Lambda/API work

Soft Skills / Delivery Fit

Comfortable working in a consulting/delivery model - client-facing configuration and documentation
Able to work independently against a solution blueprint with minimal day-to-day oversight
Strong communication skills for cross-functional coordination with client stakeholders and internal architects