Senior Contact Center Engineer

Senior Contact Center Engineer

Location: Lafayette, Louisiana Type: Permanent Full-Time Work Model: Hybrid onsite and remote

Responsibilities

• Responsible for administering, configuring, and optimizing enterprise contact center platforms while supporting migration and transformation initiatives.
• Hands on configuration expertise, strong understanding of routing and agent lifecycle management, and the ability to support coexistence between legacy and cloud platforms.
• Demonstrate strong understanding of enterprise contact center architecture.
• Understand how agent desktop, routing, skills, queues, and telephony integrations function within enterprise ecosystems.
• Support transition planning and migration efforts toward Amazon Connect.
• Assist in mapping legacy configurations to cloud native equivalents.
• Ensure governance, documentation, and configuration consistency.
• Provide mentorship and technical guidance to platform administrators.

Requirements

• At least 7+ years of experience administering enterprise Contact Center Platforms.
• Strong hands-on experience with at least one major enterprise contact center platform (e.g., Cisco, Genesys, Avaya, NICE, Amazon Connect, Five9, or similar enterprise grade solutions).
• Proven experience managing agent lifecycle, skills configuration, routing profiles, queues, and desktop settings.
• Strong understanding of contact center routing concepts including skill-based routing, queue management, agent states, and call variable handling.
• Experience working in high availability production environments.
• Experience supporting platform upgrades, migrations, or transformation initiatives.
• Strong troubleshooting, configuration governance, and change management skills.

Desired Qualifications

• Hands on experience with Cisco UCCE / Finesse.
• Hands on experience with Genesys Engage / Workspace.
• Experience with Amazon Connect configuration and administration.
• Experience supporting cloud migration or modernization programs.
• Familiarity with AWS ecosystem services supporting contact center integrations.
• Experience in hybrid (on prem + cloud) coexistence environments.
• Experience working in regulated enterprise environments.

Expectations

• Maintain operational stability of legacy platforms during migration.
• Proactively identify configuration risks and migration dependencies.
• Ensure documentation accuracy and configuration traceability.
• Support phased cloud adoption with minimal business disruption.

Education: Bachelor's degree in computer science or related field.

System One, and its subsidiaries including Joul and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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