Lead Engineer - CCaaS Operations

About the Role

We are seeking a Senior Contact Center Architect to lead the design and implementation of advanced cloud contact center solutions. This role is pivotal in transforming customer experiences by integrating cutting-edge AI technologies—such as Amazon Bedrock, Amazon Q, and Generative AI—into scalable, resilient voice and data environments.

You will own the end-to-end lifecycle of contact center projects, from translating complex business requirements into technical architectures to guiding teams through implementation and ongoing support. As a bridge between technical and non-technical stakeholders, you will define coding standards, troubleshoot critical network issues, and ensure seamless integration across platforms like Genesys Cloud CX and Amazon Connect.

This position offers the opportunity to shape the future of our conversational AI capabilities while mentoring entry and mid-level developers. You will work in a fast-paced environment where ownership, attention to detail, and the ability to manage multiple priorities are essential for delivering on-time solutions that meet rigorous business needs.