Lead Engineer - CCaaS Operations
Not Disclosed•Full-TimeOn-site
location_onUnited States Postal Service, 330, West 2nd Street North, Wichita, Sedgwick County, Kansas, 67202, United States
About the Role
This position serves as a strategic architect for our contact center operations, bridging the gap between complex technical infrastructure and business outcomes. You will lead the design and implementation of advanced cloud-based contact center solutions, leveraging cutting-edge AI technologies to transform customer experiences. The role is pivotal in driving the evolution of our voice and data network environments, ensuring they are scalable, resilient, and aligned with emerging industry standards.
In this capacity, you will not only manage the end-to-end lifecycle of contact center projects but also act as a mentor to entry and mid-level developers. Your day-to-day involves translating intricate technical concepts into clear guidance for non-technical stakeholders, evaluating emerging conversational AI tools, and ensuring seamless integration of AI capabilities like Amazon Bedrock and Genesys Cloud CX. You will be the go-to expert for troubleshooting complex network issues, defining coding standards, and guiding the team through critical incidents and change management activities.
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 includes a review of technical qualifications, a discussion of past project implementations, and an assessment of cultural fit within our team.
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 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.
Work location
Work model: On-site
United States Postal Service, 330, West 2nd Street North, Wichita, Sedgwick County, Kansas, 67202, United States
Wichita, Kansas
Key Responsibilities
- check_circleLead design and development of complex software applications from business requirements
- check_circleInvestigate new solutions, tools, and techniques to incorporate into coding standards
- check_circleGuide, coach, and mentor entry and mid-level developers
- check_circleOwn end-to-end contact center implementation and ongoing support across all project phases
- check_circleLead design of advanced cloud contact center solutions incorporating AI technologies
- check_circleTranslate complex technical concepts into clear guidance for non-technical stakeholders
- check_circleResearch emerging customer experience and conversational AI technologies
- check_circleAnalyze voice and data network environments and recommend scalable solutions
- check_circleGather, assess, and document technical requirements for business needs and RFP responses
Requirements
- verifiedBachelor's degree in Telecommunications or related field
- verified7+ years of relevant professional experience
- verifiedClear-able for Federal Civilian and DoD work including Public Trust clearance
- verifiedDeep experience with cloud contact center platforms (Genesys Cloud CX, Amazon Connect, NICE CXone)
- verifiedHands-on experience designing and implementing Amazon Connect solutions
- verifiedStrong knowledge of TCP/IP, SIP, and VoIP
- verifiedExperience with HTTP, REST APIs, and JSON integrations
- verifiedFamiliarity with Wireshark, Microsoft Server technologies, DHCP/DNS, Hyper-V, VMware ESXi, Visio, and Microsoft Office
Nice to Have
Background in software development (e.g., Java, C#, .NET, Python, PHP, or web scripting). Genesys Cloud Certified Professional (GCP-GC) certification. AWS Certified Cloud Practitioner certification.
Benefits & Perks
check_circleHealth insurance coveragecheck_circleLife and disability insurancecheck_circleRetirement savings plancheck_circlePaid holidays and paid time offShort- and long-term incentives