Contact Center Engineer

Description

Position Summary: The Senior CCaaS engineer at The Aspen Group (TAG) is responsible for the technical management and hands-on support of the organization's CCaaS platform and related integrated applications across more than 1,400 locations, including corporate offices, field offices, and data centers for Aspen Dental, WellNow, Chapter Aesthetics, AZ Pet Vet, and ClearChoice. This role focuses on the requirement gathering, design, development, and maintenance of CCaaS call flows supporting both external and internal callers. Additionally, the Senior CCaaS Engineer will support AI telephony solutions, ensuring seamless, efficient communication systems that align with business objectives, leveraging RingCentral solutions for Contact Center as a Service (CCAAS) and Unified Communications as a Service (UCAAS). Key Responsibilities: Telecommunication Management: Participate as a member of a CCaaS team supporting business needs Configure the TAG Nice platform to deliver business objective, including creation, modification and development of scripts to support IVR functions. Implement system integration and API connections to achieve business objectives and operational efficiencies. Engineer solutions to critical business problems Represent the Telecomm Team to business stakeholders during both project and BAU work. Develop, receive and confirm CCaaS needs and expectations in writing Translate needs and expectations into action plans, including cost estimates and timelines Develop signed off call flows via Nice Administration (scripting) and vendor engagement Work with third party vendors on aligning needs and defining integration needs to internal and external applications Design and develop automation solutions to enhance the TAG contact Center environment Maintain all required documentation, including licensing and capacity management Participate in after hours work as needed Act as a backup to peers Highly accountable to oneself, to team members, and to clients. Other duties as assigned Strategic Contribution: Assist in developing and executing contact center strategies that align with organizational goals and business operations. Stay current with industry trends and emerging technologies, such as IVR and AI, to enhance telecom capabilities and efficiency. Manage Licensing to optimize TAG's investment Identify, and automate or operationalize routine needs to the TAG Service Desk Vendor and Budget Collaboration: Collaborate with vendors to support the implementation and troubleshooting of telecom systems. Assist with telecom budgeting, ensuring cost-effective solutions and resource optimization. Security and Compliance: Ensure that telecom systems, including IVR and AI solutions, adhere to industry security standards and regulatory requirements. Implement technical measures to protect telecom infrastructure from threats and ensure data integrity. Project Management: Support telecom projects involving IVR and AI solutions, ensuring successful delivery within scope, time, and budget. Collaborate with internal teams to define project objectives and technical deliverables. Continuous Improvement: Identify opportunities for optimizing telecom processes and implementing technology enhancements. Promote innovation and automation to improve telecom system performance and efficiency.

Skills

Telephony, Nice CXone, ivr, call center, call center reporting, office 365

Top Skills Details

Telephony,Nice CXone,ivr,call center,call center reporting

Additional Skills & Qualifications

Preferred Skills/Attributes: Energetic, results driven, and positive attitude High desire/motivation. High O365 ability Independent- Ability to drive initiatives with low oversight, self-managing. Highly collaborative Critical thinker Assertive work ethic Ability to communicate effectively with non-technical stakeholders and translate business needs into technical requirements Highly organized, and able to keep up in a fast-paced environment Ability to multi-task as needed, and mono-task where appropriate Self-accountable Experience with ITIL or other IT service management frameworks. Experience in a similar engineering role within a multi-location, multi-brand organization preferred.

Experience Level

Entry Level

Job Type & Location
This is a Contract position based out of Chicago, IL.
Pay and Benefits
The pay range for this position is $65.00 - $75.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Jun 16, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.