Senior Contact Center Platform Engineer

About the Company

Founded in 2008, ClearOne Advantage has helped tens of thousands of clients address credit card balances and other unsecured debt—without upfront fees or bankruptcy. Based in Baltimore, Maryland, our 500+ employees work remotely. We’re a direct-to-consumer financial services company committed to treating people with respect and empathy.

About the Role

We are seeking a Senior Contact Center Platform Engineer to design, build, configure, and operate the telephony platform and integrations that power ClearOne Advantage’s contact center environment. This role will focus on connecting cloud contact center platforms with internal systems, including CRM, lead distribution, data warehouse and reporting platforms, identity/SSO, data services, automation tools, and operational dashboards. You will help design and maintain IVR, ACD routing, outbound dialing, voice/SMS workflows, API integrations, webhooks, middleware services, and automation that improve reliability, data quality, customer experience, and operational efficiency. The right candidate has strong hands-on experience with enterprise telephony or CCaaS platforms, understands contact center operations, and can apply modern software engineering practices to build reliable, secure, observable, and maintainable integrations.

Responsibilities

• Design, build, configure, and support integrations between telephony platforms and internal business systems, including CRM, lead distribution, data warehouse and reporting platforms, identity/SSO, analytics, and operational tools.
• Own telephony integration workflows using APIs, webhooks, middleware services, scripts, automation, and event-driven patterns.
• Partner with Operations, Sales, Product, Engineering, Networking, Security, and vendors to deliver reliable contact center capabilities from technical design through production support.
• Design, maintain, and continuously improve IVR, ACD routing, skills-based routing, dialer strategies, voice/SMS workflows, messaging campaigns, agent state workflows, dispositions, and reporting data flows.
• Develop lightweight services, scripts, and automation to reduce manual operational work, including configuration synchronization, list loading, schedule updates, routing changes, data validation, and integration monitoring.
• Build and maintain reliable API integrations with appropriate error handling, retries, idempotency, rate-limit management, logging, monitoring, alerting, and operational documentation.
• Troubleshoot and resolve production issues across telephony platforms, routing, carriers and SIP, networks, applications, APIs, databases, and reporting systems.
• Maintain observability for voice quality, platform health, integration health, API latency/failures, call flow performance, and key contact center KPIs.
• Apply software engineering practices to telephony work, including version control, peer review, testable code, environment management, CI/CD concepts, safe deployment, rollback planning, and change control.
• Create and maintain technical documentation, including call flow diagrams, interface contracts, integration diagrams, runbooks, troubleshooting guides, and release notes.
• Participate in production support and on-call rotation for telephony platform services and business-critical integrations.
• Use AI-assisted development tools responsibly to improve code quality, documentation, testing, troubleshooting, and developer productivity while maintaining strong human review and accountability.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field, or equivalent professional experience.

Required Skills

• 6+ years of professional experience across telephony engineering, contact center technology, platform engineering, backend development, or systems integration.
• Hands-on experience with CCaaS platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect or similar platforms. NICE CXone experience is preferred.
• Strong understanding of contact center concepts, including IVR design, ACD routing, skills-based routing, outbound dialers, call recording, agent states, dispositions, campaign management, reporting, and contact strategy.
• Experience building integrations between telephony platforms and internal systems such as CRM, lead distribution, data warehouse and reporting platforms, identity/SSO, analytics, or customer data platforms.
• Programming or scripting experience using JavaScript/Node.js, Python, or comparable backend technologies.
• Strong working knowledge of REST APIs, JSON, webhooks, OpenAPI/Swagger, API design, API versioning, authentication, authorization, and integration patterns.
• Experience with SQL and relational databases such as SQL Server, PostgreSQL, or MySQL, including troubleshooting data issues across systems.
• Practical knowledge of distributed systems concepts such as idempotency, retry logic, failure handling, asynchronous processing, and event-driven workflows.
• Working knowledge of VoIP fundamentals, including SIP/RTP, carrier management, number provisioning, call routing, and voice-quality troubleshooting.
• Experience with logging, metrics, tracing, monitoring, alerting, dashboards, and production support for business-critical systems.
• Familiarity with software engineering practices such as Git, code reviews, CI/CD concepts, unit testing, deployment workflows, environment management, and technical documentation.
• Practical understanding of API security and data protection practices, including OAuth, JWT, API keys, secrets management, least-privilege access, and safeguards for sensitive customer, company, and partner data.
• Ability to communicate clearly with technical teams, business stakeholders, operations leaders, vendors, and non-technical users.
• Ability to work independently while owning projects, production outcomes, and operational improvements in a fast-paced environment.

Preferred Skills

• Experience with NICE CXone administration, Studio scripting, APIs, reporting, dialer configuration, or contact center data integrations.
• Experience building telephony or contact center integrations in AWS using services such as Lambda, SQS/SNS, API Gateway, S3, IAM, CloudWatch, or similar cloud services.
• Experience with Infrastructure as Code, automated deployments, or configuration management for platform services.
• Experience with Salesforce or similar CRM platforms and designing reliable, idempotent API workflows.
• Experience with contact center analytics, attribution, lead distribution, pacing, customer journey data, contact strategy, and operational KPI reporting.
• Experience with observability platforms such as Datadog, New Relic, CloudWatch, or similar monitoring tools.
• Experience with AI voice integrations, speech-to-text, intent recognition, conversational automation, call summarization, or agent-assist technologies.
• Experience working with telecom vendors, carriers, compliance requirements, call recording platforms,