Senior Contact Center Engineer

Job Title: Senior Contact Center Engineer
Location: Lafayette, LA
Duration: Longterm

Your future duties and responsibilities
Responsible for administering, configuring, and optimizing enterprise contact center platforms while supporting migration and transformation initiatives.
Hands on configuration expertise, strong understanding of routing and agent lifecycle management, and the ability to support coexistence between legacy and cloud platforms.

Key Responsibilities
Technical Leadership & Platform Architecture
. Demonstrate strong understanding of enterprise contact center architecture
. Understand how agent desktop, routing, skills, queues, and telephony integrations function within enterprise ecosystems
. Support transition planning and migration efforts toward Amazon Connect
. Assist in mapping legacy configurations to cloud native equivalents
. Ensure governance, documentation, and configuration consistency
. Provide mentorship and technical guidance to platform administrators

Enterprise Contact Center Administration (Legacy Platforms)
. Administer and configure enterprise contact center platforms such as Cisco UCCE / Finesse, Genesys Engage / Workspace, or similar enterprise solutions
. Deploy and manage agent desktop components and configurations
. Configure Not Ready and Wrap Up reason codes
. Create and manage phonebooks and agent teams
. Configure call variable display and desktop settings
. Create and manage agent profiles
. Assign skills and configure skill based routing
. Maintain routing configurations and queue structures
. Ensure configuration consistency across environments

Amazon Connect Migration & Transition Support
. Support migration planning from legacy contact center platforms to Amazon Connect
. Analyze and document existing routing logic, skills, agent states, and configuration dependencies
. Assist in translating legacy routing models into Amazon Connect contact flows, routing profiles, and queues
. Support integration mapping between Amazon Connect and enterprise systems
. Participate in testing, validation, and phased rollout execution
. Support coexistence model during migration


Required qualifications to be successful in this role
At least 7+ years of experience administering enterprise Contact Center Platforms
. Strong hands-on experience with at least one major enterprise contact center platform (e.g., Cisco, Genesys, Avaya, NICE, Amazon Connect, Five9, or similar enterprise grade solutions)
. Proven experience managing agent lifecycle, skills configuration, routing profiles, queues, and desktop settings
. Strong understanding of contact center routing concepts including skill-based routing, queue management, agent states, and call variable handling
. Experience working in high availability production environments
. Experience supporting platform upgrades, migrations, or transformation initiatives
. Strong troubleshooting, configuration governance, and change management skills

Desired Qualifications:
. Hands on experience with Cisco UCCE / Finesse
. Hands on experience with Genesys Engage / Workspace
. Experience with Amazon Connect configuration and administration
. Experience supporting cloud migration or modernization programs
. Familiarity with AWS ecosystem services supporting contact center integrations
. Experience in hybrid (on prem + cloud) coexistence environments
. Experience working in regulated enterprise environments

Expectations:
. Maintain operational stability of legacy platforms during migration
. Proactively identify configuration risks and migration dependencies
. Ensure documentation accuracy and configuration traceability
. Support phased cloud adoption with minimal business disruption

Mohan Krishna Yarramsetti