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 how we interact with customers, leveraging tools like Amazon Bedrock, Amazon Q, and Genesys Cloud to deliver superior service outcomes.

In this capacity, you will own the end-to-end lifecycle of contact center implementations, from initial requirements gathering to ongoing support and optimization. You will guide a team of developers, translating intricate technical concepts into clear guidance for non-technical stakeholders while fostering a culture of continuous improvement. Your work will directly impact the reliability and efficiency of our voice and data network environments, ensuring seamless integration of AI capabilities into our core workflows.

Team Context & Mission

Our team is dedicated to building robust, future-proof contact center ecosystems that support critical operations. We focus on integrating emerging conversational AI and cloud technologies to solve complex business challenges. As a leader in this space, you will collaborate with cross-functional IT teams, leadership, and external clients to define standards, manage risks, and deliver on-time solutions that meet rigorous federal and enterprise security requirements.

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 involves a thorough review of technical expertise in cloud contact center platforms and network infrastructure, followed by interviews assessing problem-solving abilities, communication skills, and cultural fit.

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.