Project Manager

Role Description

We are seeking a Contact Center Systems Engineer with 3-5 years of experience supporting, administering, and optimizing cloud contact center platforms. This individual will play a key role in driving AI and automation initiatives, improving customer engagement channels, and enhancing workforce management capabilities. The ideal candidate will have a blend of engineering and administration experience, including:

• Configuring contact center technologies
• Supporting integrations
• Troubleshooting platform issues
• Implementing AI-driven solutions that improve both the customer and agent experience

Key Responsibilities

• Support and administer cloud-based contact center platforms, including configuration, maintenance, and optimization.
• Lead AI and automation initiatives utilizing tools such as Talkdesk Copilot, Autopilot, and other conversational AI solutions.
• Design, implement, and enhance automated workflows to improve operational efficiency.
• Support the rollout and optimization of chat and digital engagement channels.
• Configure and maintain routing logic, call flows, IVRs, queues, and agent experiences.
• Partner with business and operations teams to identify opportunities for process automation and customer experience improvements.
• Assist with workforce management initiatives, including reporting, forecasting, staffing, and scheduling optimization.
• Perform system troubleshooting, root cause analysis, and issue resolution across contact center technologies.
• Monitor platform performance and implement enhancements based on business needs.
• Develop technical documentation, best practices, and process workflows.
• Support system integrations with CRM and third-party applications.

Qualifications

• 3-5 years of experience supporting or engineering cloud contact center solutions.
• Experience administering and configuring contact center platforms such as Talkdesk, Genesys, Five9, NICE CXone, Amazon Connect, or similar technologies.
• Experience with AI-driven customer service solutions, automation platforms, chatbots, or conversational AI.
• Understanding of contact center architecture, call routing, IVR design, and omnichannel customer engagement.
• Experience troubleshooting system issues and supporting production environments.
• Knowledge of APIs, integrations, and system connectivity concepts.
• Strong analytical, problem-solving, and communication skills.

Preferred Qualifications

• Experience supporting Talkdesk Copilot, Autopilot, or similar AI-powered customer service tools.
• Workforce Management (WFM) experience including forecasting, scheduling, and performance optimization.
• Experience supporting CRM integrations such as Salesforce.
• Knowledge of reporting and analytics platforms.
• Experience in customer service technology transformation projects.

Ideal Candidate

• 3-5 years of engineering experience within a contact center or customer experience environment.
• Comfortable handling both technical engineering work and day-to-day platform administration.
• Strong problem solver who enjoys improving processes through automation and AI.
• Organized, detail-oriented, and capable of working with both technical and business stakeholders.

Job Type & Location

This is a Contract position based out of Jacksonville, FL.

Pay and Benefits

The pay range for this position is $45.00 - $50.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Jul 21, 2026.