Implementation Engineer - Contact Center

Implementation Engineer - Contact Center

Location : Remote (occasional onsite at client location may be required)

Job Type : Full-time

Experience Level : Mid to Senior

Industry : Contact Center, SaaS, Cloud Communications

Position Overview

We are seeking a skilled Implementation Engineer to lead the deployment and integration of our Contact Center solutions into client ecosystems. You will act as both a technical expert and customer-facing consultant , guiding clients through the full implementation lifecycle from requirement gathering and system configuration to go-live support.

Key Responsibilities

• End-to-End Implementation : Own and manage the entire implementation process of Contact Center solutions within customer environments.
• Client Engagement : Communicate technical concepts and implementation plans across stakeholders from business leaders to IT engineers.
• Consultation & Analysis : Work directly with clients to assess current workflows, gather requirements, and advise on optimal configurations.
• System Configuration : Configure, deploy, and test Contact Center platforms, ensuring alignment with customer requirements.
• User Training & UAT Support : Conduct training and support clients during user acceptance testing and production readiness.
• Issue Resolution : Troubleshoot and resolve deployment issues efficiently, maintaining strong communication with clients.
• Technical Documentation : Maintain accurate records of implementation details, changes, and customizations.

Required Skills & Qualifications

• Mandatory :
• Proficiency in SQL for querying and data manipulation.
• Strong grasp of IP networking fundamentals and RESTful APIs .
• Experience in implementing outbound contact center products .
• Hands-on experience with Linux , Nginx , and Redis .
• Solid understanding of Contact Center technologies (e.g., Dialer, ACD, IVR, Omnichannel systems ).
• Excellent listening, problem-solving , and client communication skills.
• A consultative approach with a customer-first mindset .
• Preferred :
• Experience with platforms like Amazon Connect, Cisco UCCE, NICE InContact, Twilio, Genesys, or Avaya .
• Familiarity with EHR (Electronic Health Record) systems and healthcare workflows.
• Exposure to AWS infrastructure and services.
• Previous experience with high-volume outbound campaigns .

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