Contact Center Platform Engineer

Overview

On Site
BASED ON EXPERIENCE
Contract - W2
Contract - Independent

Skills

Employment Authorization
Telephony
Unified Communications
Customization
Customer Service
Service Desk
CaliberRM
API
UI
Analytics
PBX
SSO
Polycom
Firmware
Invoices
Billing
Routing
Collaboration
Technical Support
Dashboard
Reporting
Technical Writing
Interactive Voice Response
Workflow
Customer Relationship Management (CRM)
WFM
Artificial Intelligence
Computer Networking
Microsoft Azure
Active Directory
Documentation
Communication
Management
Computer Science
Information Systems
FOCUS
Genetics

Job Details

Job Title: Contact Center Plaform Engineer / CCaaS-UCaaS Developer
Location: Lewisville, TX (Onsite/Hybrid)
Job Type: Ongoing Contract
Work Authorization: s, s, or those Authorized to Work in the U.S.

Job Summary

We are seeking a highly skilled CCaaS/UCaaS Administrator & Developer to manage, develop, and optimize our enterprise telephony environment. This role focuses heavily on administration and development of the CXOne Omnichannel Platform, 8x8 suite, and other contact center technologies, supporting a large-scale, multi-location contact center and unified communications infrastructure. The ideal candidate combines technical administration skills with development capabilities to deliver scalable, reliable, and innovative communication solutions.

Key Responsibilities

CXOne Omnichannel Platform (Digital):

  • Lead configuration, customization, and ongoing support of CXOne for multiple business teams including Customer Service, HR, IT Service Desk, Caliber Auto Glass, and Protech.

  • Create, maintain, and manage Studio, IVR, Queue, API development, UI administration, reporting, and call/screen recording.

  • Partner with integration vendors such as Observe AI, Cognigy, and Omega for seamless two-way communication between services.

8x8 Platform Management:

  • Manage 8x8 for 1800+ centers nationwide, including Auto Attendants, Ring Groups, PBX, analytics, new user/site setups, and terminations.

  • Consolidate PBX systems from 1000+ to 200, improving reporting and maintenance processes.

  • Migrate users to SSO logins ensuring seamless access across all sites.

  • Troubleshoot Polycom phones, perform firmware updates, and generate detailed reports.

  • Optimize user maintenance and ticket resolution for efficiency within the 8x8 suite.

3rd Party Integrations:

  • Develop and maintain inbound/outbound integrations with external systems.

  • Implement CRM integrations to streamline workflows and data sharing.

  • Monthly reconciliation of partner invoices to ensure correct billing.

Callflow Design & Development:

  • Build connected workflows with automation, actions, and writeback capabilities.

  • Maintain and troubleshoot complex routing, IVR designs, and omni-channel communication flows.

Dialer Management:

  • Configure, optimize, and support Personal Connection Dialer and SmartReach Dialer.

Platform Administration & Support:

  • Administer and support the UCaaS/CCaaS environment servicing 12,000+ users, 1,800+ locations, and a 300-seat contact center.

  • Perform adds, moves, changes, troubleshoot issues, and ensure platform uptime.

  • Collaborate with internal stakeholders to assess business needs and recommend enhancements.

  • Work with vendors and partners for maintenance, upgrades, and technical support.

  • Build and manage dashboards, monitoring, and reporting tools.

  • Maintain detailed technical documentation and change records.

Required Skills & Qualifications

  • 3-5+ years of hands-on CCaaS/UCaaS administration & development experience in large-scale enterprise environments.

  • Expert-level proficiency with CXOne Omnichannel Platform (Digital) and 8x8 administration.

  • Proven experience with callflow/IVR design and connected workflow automation.

  • Hands-on experience with Personal Connection Dialer and SmartReach Dialer.

  • Strong knowledge of inbound/outbound integrations, especially with CRM platforms.

  • Familiarity with NICE WFM, Observe.ai, Cognigy, or similar tools is a plus.

  • Understanding of networking fundamentals and Azure Active Directory concepts.

  • Excellent troubleshooting, documentation, and communication skills.

  • Ability to work in fast-paced, collaborative environments and manage multiple priorities.

Education

Bachelor s degree in Computer Science, Information Systems, or related field, OR equivalent hands-on experience.

Benefits

  • Comprehensive medical benefits

  • Competitive pay

  • 401(k) retirement plan

  • Bonus opportunities

  • And more

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Learn more at .

Equal Opportunity Employer - INSPYR Solutions provides EEO to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About INSPYR Solutions