Maximus · 1 day ago
Lead Engineer - CCaaS Operations
United States
Full-time
Remote
Senior Level, Lead/Staff
$150K/yr - $200K/yr
7+ years expMaximus is currently seeking a Lead Engineer - CCaaS Operations to join their Contact Center CX team. The Lead Engineer will configure, troubleshoot, and support Contact Center as a Service solutions, while also leading the design and development of complex software applications and mentoring junior developers.
Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Lead the design and development of complex software applications from business requirements in collaboration with other team members
Investigate new solutions, tools, products, and techniques to incorporate into coding standards
Troubleshoot complex issues and produce detailed proposals to resolve
Support testing and remediate defects
Guide, coach, and mentor entry and mid-level developers
Own end-to-end contact center implementation and ongoing support across all phases of the project lifecycle
Lead design of advanced cloud contact center solutions, including routing, IVR, workforce management, analytics, and reporting, incorporating AI technologies (e.g., Copilot, Amazon Bedrock, Amazon Q in Connect, Kore.ai, Murf.ai)
Translate complex technical concepts into clear guidance for non-technical stakeholders, clients, and cross-functional IT teams
Research emerging customer experience and conversational AI technologies; evaluate tools and contribute to continuous improvement of solution offerings
Analyze existing and new voice/data network environments and recommend scalable, resilient solutions
Gather, assess, and document technical requirements in support of business needs and RFP responses
Develop unit and integration test scenarios aligned with system requirements and evolving business processes
Troubleshoot, maintain, and upgrade contact center and supporting systems; proactively identify and resolve issues
Adhere to implementation standards, change control processes, and internal documentation practices
Communicate status, risks, and issues in a timely manner and collaborate with leadership to ensure on-time delivery
Support change management activities and create or update required technical and process artifacts
Participate in off-hours support as needed for critical incidents or outages
Perform additional duties as assigned by leadership
Qualification
Required
Bachelor's degree in related field
7-10 years of relevant professional experience required
Equivalent combination of education and experience considered in lieu of degree
Bachelor's degree in Telecommunications or related field and 7+ years of experience (or equivalent combination of education and experience)
Strong problem-solving skills with the ability to manage multiple priorities in fast-paced, deadline-driven environments
Excellent written and verbal communication skills; able to translate technical concepts for both technical and non-technical audiences
Ability to work independently and collaboratively with strong ownership and attention to detail
Deep experience with cloud contact center platforms (e.g., Genesys Cloud CX, Amazon Connect, NICE CXone), including IVR, call flows, routing, AI capabilities, workforce management, analytics, and reporting
Hands-on experience designing and implementing Amazon Connect solutions, including call flow development, Lex bot development, and integration to other AWS Services
Understanding of Generative AI fundamentals and enterprise guardrails
Strong knowledge of TCP/IP, SIP, and VoIP, with experience troubleshooting LAN/WAN and voice/data networks
Experience working with HTTP, REST APIs, and JSON integrations
Familiarity with tools such as Wireshark, Microsoft Server technologies, DHCP/DNS, Hyper-V, VMware ESXi, Visio, and Microsoft Office
While not immediately required, identified candidate must be 'clear-able' for both Federal Civilian and DoD work including Public Trust clearance
Preferred
Background in software development (e.g., Java, C#, .NET, Python, PHP, or web scripting) is a plus
Genesys Cloud Certified Professional (GCP-GC)
AWS Certified Cloud Practitioner
Benefits
Health insurance coverage
Life and disability insurance
A retirement savings plan
Paid holidays
Paid time off
Company
Maximus
Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$7.93M2010-12-09Post Ipo Equity· $7.93M
Leadership Team
Elisabeth Schmidt
Senior Vice President
Michael Mateer
Sr. Vice President, Enterprise Technology
Recent News
2026-02-05
2025-11-20
Company data provided by crunchbase