About this role
IT Engineer for a cloud-based contact center platform, responsible for design, implementation, administration, and operation across HIPAA/GXP-regulated environments.
Key Responsibilities
- Design, configure, and support contact center platform
- Administer users/roles/permissions
- Support integrations and number management
- Monitor platform health and incident response
- Implement security and regulatory controls
Technical Overview
Involves coordinating platform design (ACD/IVR), integrations via APIs, SIP trunk management, and ensuring security/compliance; supports analytics and performance dashboards for contact center operations.
Ideal Candidate
The ideal candidate is an IT Engineer with 2-5 years of contact center cloud experience, proficient with multiple platforms (Genesys, NICE CXone, Amazon Connect, Five9) and SIP/VoIP, and capable of integrating APIs and CRM connectors in a healthcare context.
Must-Have Skills
Bachelor’s degree in information technology or equivalent experience2 - 5 years of experience with Cloud or similar contact center solutionsHands-on experience with contact center platforms (GenesysNICE CXoneAmazon ConnectCiscoAvayaFive9)Experience with call recordingspeech analyticsor workforce management toolsExperience monitoringsupportingand troubleshooting SIPVoIPand call routing technologiesScriptingAPIsor automation (e.g.REST APIsJSONPowerShellPython) is a plusFamiliar with domestic and international PSTN number managementUnderstanding of network protocols (TCP/IPTLSSIPQoSWebRTC)
Nice-to-Have Skills
Regulatory and compliance requirements (HIPAAGXP) related to call recordingdata retentionand access controlsExperience with workforce engagement insights and operational metrics
Tools & Platforms
GenesysNICE CXoneAmazon ConnectCiscoAvayaFive9SIP trunksPowerShellPython
Required Skills
Cloud contact centerACDIVRchatbot integrationsSIP trunksBYOC/BYOTAPIsRESTJSONPowerShellPythonSIP/VoIPcall recordingspeech analytics
Hard Skills
Cloud or similar contact center solutionsACDIVRchatbot integrationsVoicecallbackvoicemailand outbound dialingSIP trunksBYOC / BYOTnumber managementAPIsdata actionsweb servicesCRM connectorsSIP / VoIPnetwork protocols (TCP/IPTLSSIPQoSWebRTC)
Soft Skills
analyticalproblem-solvingdocumentationcommunicationstakeholder management
Keywords for Your Resume
it engineer - contact centercontact centercloud contact centergenesysnIce cxoneamazon connectfive9sip trunkssipvoipivrchatbotworkforce managementrbachipaagxpapisrest APIsjsonpowerShellpythoncrm connectors
Deal Breakers
No experience with cloud contact center platforms, Lack of SIP/VoIP or call routing knowledge, No degree or equivalent experience in IT
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