Lead Engineer - CCaaS Operations

About the Role

We are seeking a Senior Contact Center Architect to lead the design and implementation of advanced cloud-based contact center solutions. This role is pivotal in transforming how we engage with customers by integrating cutting-edge AI technologies, such as Amazon Bedrock, Amazon Q, and Generative AI, into our routing, workforce management, and analytics ecosystems.

You will own the end-to-end lifecycle of contact center projects, from translating complex business requirements into scalable technical architectures to guiding the implementation of voice and data network environments. As a key technical leader, you will bridge the gap between deep technical expertise and non-technical stakeholders, ensuring that solutions are not only robust but also aligned with evolving business needs and customer experience goals.

The day-to-day involves investigating emerging conversational AI tools, troubleshooting complex network issues, and mentoring entry and mid-level developers. You will play a critical role in maintaining system resilience, managing change control processes, and ensuring timely delivery of critical initiatives, often requiring collaboration across cross-functional IT teams and leadership.

Hiring Process

Candidates selected for this role must be "clear-able" for both Federal Civilian and Department of Defense (DoD) work, including Public Trust clearance. The selection process will include a review of qualifications, technical assessments, and interviews focused on architectural design, AI integration, and leadership capabilities.

Equal Opportunity & Culture

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics. We are committed to fostering an inclusive environment where diverse backgrounds and perspectives drive innovation.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews—please contact People Operations at applicantaccom@maximus.com.