Lead Engineer - CCaaS Operations

About the Role

This position serves as a pivotal technical leader within our contact center operations, driving the design and implementation of advanced cloud-based solutions. You will bridge the gap between complex technical architectures and business needs, ensuring our customer experience platforms are scalable, resilient, and infused with cutting-edge AI technologies. The role is critical for modernizing our contact center infrastructure, integrating conversational AI, and maintaining the highest standards of system reliability.

In this capacity, you will own the end-to-end lifecycle of contact center implementations, from initial requirements gathering to ongoing support. You will guide entry and mid-level developers, fostering a culture of continuous improvement while translating intricate technical concepts into clear guidance for non-technical stakeholders. Your work will directly impact how we handle customer interactions, utilizing tools like Amazon Connect, Genesys Cloud CX, and Generative AI to enhance service delivery.

Team Context

You will collaborate closely with cross-functional IT teams, leadership, and external clients to deliver on-time solutions in a fast-paced environment. The team is dedicated to evolving our voice and data network environments, ensuring they meet rigorous security and performance standards. As a key member of this group, you will play a vital role in shaping our technical strategy and contributing to the continuous improvement of our solution offerings.

Hiring Process

Candidates selected for this role must be eligible for a Public Trust clearance, as the position involves Federal Civilian and Department of Defense work. The selection process includes a review of technical qualifications, a discussion of past implementation experiences, and an assessment of problem-solving abilities in a deadline-driven environment. We value clear communication and the ability to work independently while maintaining strong collaborative ties.

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, or 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.