Voice and Contact Center Senior Engineer - EHRA

Are you a forward-thinking Voice Contact Center Senior Engineer who enjoys solving complex challenges and envisioning the future of communication technologies? Join us in transforming how North Carolina’s state agencies connect, collaborate, and serve millions. In this role, you’ll help design and deliver cutting-edge, cloud-hosted contact center solutions that modernize operations, improve citizen experiences, and support statewide innovation. If you’re ready to pair strategic thinking with hands-on engineering to make real impact, we’d love to meet you.

What you’ll do:

• Partner with customer-facing contact center teams to develop and implement technical solutions
• Develop and deploy technical standards across agency call center locations
• Identify and advocate for new technologies that solve agency business challenges
• Identify opportunities to use existing technologies to improve customer and agent experiences
• Design and document technical solutions, including architecture, engineering, and operational plans
• Ensure adequate system capacity for projected business growth
• Develop standard operating procedures for technical support
• Serve as a subject matter expert on complex, multi-phase platform migrations

About the Division: The Network and Telephony Engineering group is responsible for the design and engineering of enterprise-wide and agency-specific Voice and Contact Center technologies. To ensure effective and reliable solutions, the team provides customer consultation, gathers service requirements, supports business planning with agencies, and leads both business and technical planning for service migrations and upgrades. The group also oversees project management for new service deployments and provides technical management for ongoing deployments, including improvement and capacity planning.

Team members support the Service Director and Service Owner in managing vendor contracts and serve as Tier 3 technical support for resolving complex issues related to Voice and Contact Center technologies. This team operates within the Enterprise Operations Division of DIT.

Do you have experience in Network engineering?, Do you have a High school diploma or GED?, * Knowledge of the NICE CXOne Product Suite and other API/event-driven contact center platforms

• Strong understanding of complex enterprise VoIP environments, including SBCs, SIP trunking, dial plan session management, and routing
• Experience designing solutions that align customer needs with IT’s technology roadmap, Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Bachelor’s degree in Computer Science or an IT related field or a closely related field from an appropriately accredited institution and three years of progressive experience in network engineering, Associate degree in Computer Science or an IT related field or a closely related field from an appropriately accredited institution and four years of progressive experience in network engineering, High School or General Educational Development (GED) diploma and seven years of experience in networking or related area; or an equivalent combination of education and experience.

Salary Range: $91,600-$160,299

The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act.

Are you ready to take the next step in your career and help shape the future of North Carolina’s enterprise communication?

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.