Lead Voice Communications Engineer

3 weeks ago

Baltimore, United States Page Mechanical Group, Inc. Full time

Hybrid - onsite 3x a week Baltimore MD, Evansville INTop 3 Skills - CCaaS, Telephony, API IntegrationsThere is a possibility of an extension or conversion to FTE.We seek a CCaaS Lead Engineer to join our growing Contact Center and Telephony team and lead the deployment, integration, and maintenance of our CCaaS (Contact Center as a Service) solutions. The ideal candidate will have in-depth experience with Workforce Management (WFM), Customer Relationship Management (CRM) systems, call recording solutions, dialers, reporting tools, API integrations and a working knowledge of Avaya PBX systems. This role requires strong technical expertise, project management skills, and a collaborative mindset to deliver seamless contact center solutions.Title: Lead Platform Engineer (IC3)In the Role, you will:Lead the design, deployment, and configuration of CCaaS platforms (e.g., Genesys, Nice, Five9, Amazon Connect) and integrate with Avaya PBX systems to ensure seamless operation and performance.Design, develop, and support self-service IVR applications that provide a positive customer experience and streamline contact center operations. Architect the IVR infrastructure, including application servers, prompt servers, and load balancers.Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure and integration points.Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with CCaaS solutions to enhance functionality and automate workflows.Work closely with management to define key performance indicators (KPIs), ensure SLA adherence, and optimize operational efficiency. Focus on improving customer experience through strategic integrations and automation.Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis.Oversee the configuration and management of predictive, preview, power, and auto-dialers, optimizing call strategies to improve contact efficiency and agent productivity while ensuring compliance with regulations such as TCPA.Develop and maintain custom scripts and tools for system integrations and automation to streamline processes across different platforms, ensuring seamless communication between CCaaS, CRM, and other internal systems.Support Avaya-specific features such as ACD, trunks, and dial patterns, ensuring proper integration with cloud-based contact center solutions.ADDITIONAL INFORMATION:Must live within 50 miles of OneMain Corporate Office: Baltimore MD, Evansville IN, Charlotte NC, Fort Worth TX, Irving TX, Wilmington DE #J-18808-Ljbffr

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