Professional Services Contact Center Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Professional Services Contact Center Engineer based in the United States. This fully remote role sits at the intersection of contact center technology, customer consulting, and technical delivery. You will lead end-to-end implementations of cloud-based contact center solutions for customers across multiple geographies. The position combines solution design, configuration, integrations, testing, training, and go-live support. You will work with technologies including IVR, ACD, PBX, CTI, dialers, VoIP, REST APIs, and CRM platforms. You will also contribute to the deployment of AI-enabled contact center capabilities and help customers maximize their value. Working closely with project managers and clients, you will translate business requirements into reliable, scalable technical solutions. The role offers an opportunity to build trusted enterprise relationships while working in a fast-paced, technology-driven environment. Lead end-to-end technical implementations of contact center projects, from requirements gathering and solution design through configuration, testing, training, and rollout. Configure call flows, IVR/ACD routing, dialers, PBX/CTI integrations, and other contact center functionality according to customer requirements. Design and implement integrations using REST APIs and webhooks, connecting contact center solutions with CRM and business platforms such as Salesforce, HubSpot, Zendesk, ServiceNow, and NetSuite. Support the deployment of AI-enabled contact center capabilities, helping customers understand and realize the value of emerging AI functionality. Evaluate solution specifications against customer requirements and recommend technical designs or modifications that optimize business and customer outcomes. Manage multiple concurrent implementations with minimal oversight, ensuring milestones, deliverables, testing, and go-live activities remain on schedule. Prepare customer-facing documentation, including requirements documents, presentations, project deliverables, and sign-off materials. Execute technical tasks and deliverables defined within project plans while partnering closely with project managers and other delivery teams. Provide technical consultation throughout implementations and help customers maximize the effectiveness of their contact center environments. Support project status reporting, identify risks and issues, and escalate challenges appropriately. Collaborate across teams and time zones to support customers in multiple geographies, with occasional travel for customer or on-site engagements. Requirements: Bachelor’s degree in a technical discipline or equivalent professional experience, with at least 2 years of experience in a Professional Services or technical implementation role. Demonstrated experience in the contact center industry, with practical knowledge of platforms and technologies such as ACD, IVR/VRU, CTI, PBX, dialers, WFM, and VoIP. Working knowledge of JavaScript, HTML, logic-based coding concepts, networking, RESTful APIs, and technical integrations. Familiarity with AI-enabled contact center capabilities, with the ability and willingness to develop deeper AI expertise as the technology evolves. Experience with CRM and business platforms such as Salesforce, HubSpot, Zendesk, ServiceNow, NetSuite, Siebel, or similar systems is highly valuable. Exposure to contact center platforms such as NICE, Dialpad, or Five9 and relevant professional certifications is preferred. Strong analytical and problem-solving abilities, with the capacity to investigate and resolve both practical and complex technical challenges. Excellent written and verbal communication skills, with the ability to build productive relationships and communicate technical concepts clearly to clients. Strong organizational and project management skills, including the ability to manage multiple