Lead Platform Engineer

• Proficient in API development and integrations (REST, SOAP, JSON, etc.).
• Expertise in CCaaS platforms such as Amazon Connect, NiceCX, Five9, Twilio, or similar.
• Proficiency with WFM tools (e.g., NICE, Verint, Aceyus).
• Strong knowledge MuleSoft and CRM platforms like Salesforce or Microsoft Dynamics.
• Hands-on experience with call recording solutions like Verint or NICE Systems.
• Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies.

Responsibilities:
• Lead the design, deployment, and configuration of CCaaS platforms (e.g., Genesys, Nice, Five9, Amazon Connect) and integrate with Avaya PBX systems to ensure seamless operation and performance.
• Design, develop, and support self-service IVR applications that provide a positive customer experience and streamline contact center operations. Architect the IVR infrastructure, including application servers, prompt servers, and load balancers.
• Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure and integration points.
• Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with CCaaS solutions to enhance functionality and automate workflows.
• Work closely with management to define key performance indicators (KPIs), ensure SLA adherence, and optimize operational efficiency. Focus on improving customer experience through strategic integrations and automation.
• Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis.
• Oversee the configuration and management of predictive, preview, power, and auto-dialers, optimizing call strategies to improve contact efficiency and agent productivity while ensuring compliance with regulations such as TCPA.
• Develop and maintain custom scripts and tools for system integrations and automation to streamline processes across different platforms, ensuring seamless communication between CCaaS, CRM, and other internal systems.
• Support Avaya-specific features such as ACD, trunks, and dial patterns, ensuring proper integration with cloud-based contact center solutions