Hiring: Principal Contact Center Platform Engineer
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Lake County, IL
Hybrid – 3 Days Onsite / Week
6-Month Contract
We’re looking for a Principal Contact Center Platform Engineer to serve as the senior technical authority for enterprise contact center platforms, architecture, integrations, reliability, and modernization.
What You’ll Do
- Lead enterprise-scale contact center architecture, engineering design, and technical governance
- Define platform strategy, modernization roadmaps, and reusable architecture patterns
- Architect and integrate CCaaS, ACD, IVR, CTI, telephony, CRM, APIs, WFM, QM, and digital channels
- Drive resiliency, disaster recovery, business continuity, observability, and operational readiness
- Evaluate vendors, emerging technologies, POCs, and platform capabilities
- Guide engineering teams through design reviews, technical decisions, and complex implementations
- Partner with senior IT and business leadership on technology strategy and investment decisions
Key Technical Experience
- Five9 or other enterprise CCaaS platforms such as Genesys, NICE, or Amazon Connect
- ACD / IVR / CTI / SIP / Telephony / Omnichannel Routing
- Salesforce/CRM and enterprise API integrations
- IVA, Conversational AI, Agent Assist, Intelligent Routing & Automation
- Cloud platform architecture and integration patterns
- Reliability engineering, monitoring, observability, DR & BCP
- Enterprise architecture, technical governance, and modernization
Preferred
- 10+ years of relevant contact center technology/architecture experience
- Healthcare, Pharma, Life Sciences, or regulated-industry experience
- Experience with GxP, privacy, security, compliance, and auditability
- Strong executive communication and technical leadership experience
- Bachelor's degree in Computer Science, Engineering, Information Systems, or related field
Looking for a true Principal-level technical leader who can go deep into contact center architecture while also influencing enterprise strategy and modernization.
Interested? xhqgsiq Send me your resume or DM me to discuss the opportunity.
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Contact Center Architect in north chicago at Unknown Company
This position is listed as contract and hybrid.