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Are you a seasoned technology engineer with a passion for designing and optimizing complex communication platforms? We’re seeking a Sr CCaaS/UCaaS Platform Engineer to drive the strategic evolution and operational excellence of our critical communication infrastructure. In this role, you’ll be instrumental in architecting, integrating, and continually enhancing our CCaaS (Five9, Verint) and UCaaS platforms, directly impacting user productivity and customer engagement across the enterprise.
This isn’t just about support; it’s about owning the technical vision for our communication ecosystem and driving its continuous improvement. You’ll be a key technical leader within a lean, agile team, focusing on scalable, reliable, and high-performing solutions.

• Platform Leadership & Architecture: Lead the administration, configuration, and strategic evolution of our Five9, Verint, and Clearview platforms. You’ll ensure these systems are not just operational, but optimally designed for performance, scalability, and security.
• Deep-Dive Troubleshooting & Resolution: Serve as the escalation point for complex technical issues across the Verint ecosystem (QM, WFM), Five9 VCC (including Omnichannel and Agent Assist), and Clearview reporting. You’ll diagnose and resolve intricate call flow issues, integration challenges, IVR misroutings, and address latency/connectivity concerns.
• Strategic Integrations: Design, build, and maintain robust REST API integrations, primarily connecting our CCaaS/UCaaS platforms (e.g., Five9, CXOne) with critical business systems like Salesforce CRM, Dynamics 365, and ServiceNow. Your work will ensure seamless data flow and process automation across interconnected systems.
• Performance & Analytics Driving Improvements: Develop and maintain comprehensive operational and KPI reports. You’ll analyze data on agent productivity, adherence, and service-level failures to identify root causes and drive continuous improvement initiatives.
• WFM & CX Optimization: Partner closely with Workforce Management to optimize scheduling and queue management, actively monitoring and reacting to real-time call volume fluctuations. You’ll leverage data to enhance first call resolution, minimize abandonment rates, and refine IVR experiences, directly impacting CSAT and agent satisfaction.
• Technical Mentorship & Knowledge Sharing: Develop training materials, knowledge articles, and lead sessions to empower agents and internal teams on system updates, new tools, and advanced analytics features.
• Continuous Improvement & Innovation: Proactively identify workflow inefficiencies, propose innovative solutions for call routing, escalation paths, and automation. You’ll champion continuous improvement efforts, leveraging data and feedback to refine processes and system capabilities.
• Architectural Stewardship: Apply deep understanding of application, data, infrastructure, and security architecture to design and oversee the implementation of end-to-end cloud-integrated systems. You’ll ensure non-functional aspects like performance, scalability, reliability, and availability are at the forefront of every solution.
• Staying Ahead of the Curve: Continuously research and stay informed on emerging CCaaS/UCaaS trends, industry best practices, and new technologies, bringing that knowledge back to evolve our platforms.