Sr. Contact Center Engineer at Pediatric Associates – Plantation, Florida

PRIMARY FUNCTION
The Senior Contact Center Engineer is a hands-on technical role responsible for the administration, configuration, conversion support, and day-to-day operational stability of the organization's cloud contact center (CCaaS) and unified communications (UCaaS) environments. This role operates across agent provisioning, platform readiness, connectivity troubleshooting, end user enablement, and technical documentation serving as a senior technical resource and subject matter expert bridging platform engineering and operational end users.
This role is active during a significant platform transformation. The Senior Contact Center Engineer will lead hands-on migration tasks, mentor junior team members, support parallel run operations, and own platform stability post cutover. The environment is high volume, fast paced, and operationally sensitive requiring deep technical expertise, sound judgment, and the ability to drive resolution independently.
ESSENTIAL DUTIES AND RESPONSIBILITIES
CCaaS Platform Administration
•Provision and maintain agent profiles, skills, queues, ring groups, and routing configurations withinthe cloud contact center platform
•Assign, manage, port phone numbers, DIDs, CNAM settings, and number workflows
•Configure agent desktop environments including wrap-up codes, dispositions, workspace layouts,and after-call work settings
•Administer IVR / studio flow updates, business hours, holiday schedules, and voicemail routing incoordination with operations
•Manage business continuity configurations: failover routing, overflow queues, and disasterrecovery call handling
•Perform platform readiness assessments, network quality validation, endpoint compatibility,bandwidth checks ahead of site deployments or onboarding events
•Monitor platform health, license utilization, and agent capacity; surface anomalies to platformengineering

UCaaS / Unified Communications Administration

Provision users, extensions, voicemail, ring groups, and mobile app configurations on the cloud unified communications platform
• Support desktop phone and softphone deployments across corporate and clinic sites
• Troubleshoot call quality issues such as audio degradation, latency, jitter, and packet loss across wired, Wi-Fi, and VPN environments
• Coordinate with network and facilities teams to validate site readiness for new deployments or platform migrations
Platform Conversion & Migration Support
• Execute pre-cutover build tasks: agent profile creation, routing configuration audits, integration smoke testing, and data validation
• Support parallel run operations during transition windows; document issues and escalate blockers with full context
• Maintain site cutover checklists, agent readiness trackers, and conversion logs throughout migration phases
• Provide hyper care support during and immediately following go live; rapidly triage and resolve agent level issues
• Validate post-migration platform behavior against acceptance criteria defined by platform engineering
End-User Support & Troubleshooting
• Serve as frontline technical support for agents, supervisors, and administrative staff on platform related issues
• Diagnose and resolve login, audio, connectivity, and configuration issues in real time, often during active call handling shifts
• Escalate systemic or unresolved issues to platform engineers with documented symptoms, reproduction steps, and affected scope
• Coordinate with vendor support when platform level issues require external escalation
• Support a non-technical end user population with patience and clarity; adapt communication style to individual technical aptitude
Training & End-User Enablement
• Develop and deliver platform training for agents, supervisors, and administrative staff in person and virtual formats
• Produce concise, role specific job aids, quick reference guides, and onboarding materials for non-technical audiences
• Facilitate platform walkthroughs and tool configuration sessions during new hire onboarding and post conversion adoption periods
• Reinforce correct platform usage through coaching during go-live stabilization windows
Documentation & Knowledge Management
• Author and maintain platform SOPs, runbooks, configuration guides, and troubleshooting decision

Document all configuration changes, incidents, and resolutions in the designated ticketing system
• Maintain accurate inventories of agent profiles, phone numbers, licenses, and endpoint assignments
• Contribute to a shared knowledge base to enable self-service resolution and reduce repeat support volume
Technical Leadership & Mentorship
• Serve as subject matter expert and primary technical escalation point for platform questions from peers, supervisors, and operational stakeholders
• Mentor junior technicians and new team members on platform administration, troubleshooting methodology, and documentation standards
• Own end-to-end delivery of assigned platform workstreams, driving tasks to resolution with minimal oversight
• Identify platform gaps, configuration risks, and process inefficiencies; propose and implement improvements in coordination with platform engineering leadership
SUPERVISORY RESPONSIBILITIES
None.
QUALIFICATIONS
EDUCATION:
• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent hands-on experience in a senior technical role
EXPERIENCE:
• Vendor certification in a primary CCaaS or UCaaS platform (e.g., Talkdesk Certified Admin, NICE CXone, or equivalent).
KNOWLEDGE, SKILLS AND ABILITIES
• Cloud CCaaS Platform Administration: Administer, configure, and support cloud-based contact center platforms (e.g., Genesys, Five9, NICE, Amazon Connect), including environment maintenance, feature enablement, monitoring, and vendor coordination.
• UCaaS / VoIP / SIP Fundamentals: Apply strong knowledge of UCaaS and VoIP technologies, including SIP signaling, codecs, and call flows, to support and troubleshoot enterprise voice solutions.
• IVR / ACD / Call Routing Configuration: Design, configure, and maintain IVR menus, ACD logic, and call routing strategies to support business workflows, skills-based routing, and customer experience goals.
Job Description
Job Title: Job Title: Senior Contact Center Engineer Page 4 of 5
• Agent Provisioning & User Administration: Manage agent and user lifecycle activities, including onboarding, offboarding, role assignments, permissions, skills, and licensing across telephony and contact center platforms.
• Network Fundamentals (QoS, DNS, VPN, DHCP): Leverage core networking knowledge to support voice services, troubleshoot connectivity issues, and collaborate with network teams to ensure call quality and reliability.
• Call Quality Troubleshooting: Diagnose and resolve voice quality issues such as latency, jitter, packet loss, echo, and one-way audio using platform tools, logs, and carrier coordination.
• Phone Number / DID Management: Administer phone number inventories, including DID and toll-free procurement, porting, assignment, routing, and decommissioning in coordination with carriers and vendors.
• Ticketing Systems: Use ITSM tools to manage incidents, service requests, and changes while following SLAs, escalation paths, and documentation standards.
• Low-Code Configuration / Basic Scripting: Utilize low-code tools and basic scripting or logic (e.g., JavaScript, APIs, visual builders) to support call flows, automation, and system integrations.
• Technical Documentation (SOPs, Runbooks): Develop and maintain technical documentation such as SOPs, runbooks, and configuration guides to support operations, training, and audit readiness.
• End-User Training Delivery: Deliver training and documentation for agents, supervisors, and business users to drive adoption, platform proficiency, and operational consistency.
• Microsoft 365 Administration: Administer Microsoft 365 services including user management, licensing, identity, and collaboration tools, and support integrations with contact center solutions.
• Healthcare / HIPAA Environment: Operate within a healthcare environment while adhering to HIPAA and data privacy requirements, ensuring systems and processes meet compliance and security standards.
TYPICAL WORKING CONDITIONS
• 100% Remote
OTHER PHYSICAL REQUIREMENTS
• Vision
• Sense of sound
• Sense of touch
PERFORMANCE REQUIREMENTS
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.