Senior Implementation Engineer

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Assist in managing complex delivery programs by leveraging CCaaS implementation and enterprise architecture expertise.

• Promote ownership, technical excellence, and ongoing improvement across various workstreams.

• Prioritize tasks across multiple projects based on capability, complexity, and client requirements.

• Facilitate internal process enhancement initiatives, methodologies, and documentation efforts.

• Keep abreast of advancing vendor capabilities and disseminate relevant updates.

• Spot opportunities related to new product features and solutions.

• Directly oversee the end-to-end enterprise CCaaS technical architecture design.

• Integrate security, compliance, data privacy, AI, and NLP concepts into platform architecture.

• Offer implementation guidance across various CCaaS platform capabilities.

• Aid in the design, development, and upkeep of reusable code libraries.

• Conduct stakeholder interviews to define business requirement milestones.

• Assist in technical resource allocation for deployment program phases.

• Contribute to PMO status reporting and executive presentations.

• Lead the formulation of technical strategies, systems solutions, and architectural roadmaps.

• Function as a subject matter expert on the operational implications of technology decisions.

• Educate both technical and non-technical stakeholders on business impacts.

• Oversee testing strategies, execution, and defect resolution processes.

• Manage vendor-specific Business Requirements Documentation through client approval.

• Assist with Statements of Work and Pricing Models related to Deployment Services scope.

⛳️ Requirements

• 7-10+ years of experience in CCaaS software design, documentation, and implementation for enterprise-level clients.

• Bachelor's degree or higher, preferably in computer science or computer engineering.

• Proven experience in conducting code reviews and establishing best practices for coding and documentation.

• Proficiency in programming languages such as JavaScript, Python, Java, and C++.

• Advanced expertise with NICE CXOne and/or Genesys Pure Cloud.

• Experience in building and managing portfolios of reusable scripting and development templates.

• Intermediate experience with REST and SOAP API integrations, including the design and implementation of complex integrations.

• Strong background in contact center technologies and platforms.

• Familiarity with Microsoft tools (Word, PowerPoint, Excel, SharePoint, Teams, etc.).

• Intermediate-level skills with vision flow tools (Visio, Lucid, etc.).

• Basic knowledge of the relationship between CCaaS and UCaaS platforms.

• Experience with comprehensive enterprise CCaaS technical architecture, including omni-channel routing, customer analytics, workforce engagement, marketplace add-on capabilities, ACD/IVR design, API strategies, and external data integrations.

• Authorization to work in the United States is required and will be addressed in the application.

🏝️ Benefits

• Full coverage of employee health care, vision, and dental insurance.

• HSA & FSA plans offered.

• Disability & Voluntary Benefits accessible.

• 401(k) plan with a 4% employer match.

• Attractive variable compensation opportunities.

• Monthly incentive for work-from-home arrangements.

• Supportive and inclusive remote work environment.