1372 IT & Software Developer jobs in the US
Contact Center Infrastructure Engineer
$137,280 - 137,280
Nuvolant
East Northern Avenue 1730, Phoenix
$137,280 - 137,280
Requirements
Must:
- 4-5 years of hands-on experience in designing, implementing, and supporting cloud-based contact center solutions, specifically Five9 VCC.
- Strong expertise in contact center architecture, cloud engineering, integrations, and production support.
- Experience working with large financial services clients.
- Exposure to Google Dialogflow CX / Google Contact Center AI (CES) is a strong advantage.
- Familiarity with regulatory and compliance requirements (e.g., PCI-DSS, GDPR).
- Required technical skills: Five9 VCC (ACD, IVR, Dialer, Reporting), SIP, VoIP, REST APIs, and cloud platforms (AWS / GCP / Azure preferred).
- Soft skills: Strong analytical and troubleshooting abilities, excellent stakeholder communication, and proactive problem-solving mindset.
- Nice to have: Certifications in Five9 / Cloud platforms and Google Cloud / Dialogflow certification.
Responsibilities
- Design comprehensive end-to-end Five9 VCC contact center solutions to meet business and compliance needs.
- Develop high-level and low-level design documents (HLD/LLD).
- Architect IVR call flows, routing strategies, skills-based routing, and omnichannel setups.
- Create secure and scalable integrations with CRM systems, APIs, and back-end platforms.
- Ensure solutions adhere to high availability, disaster recovery, and resiliency standards.
- Lead the deployment and configuration of Five9 VCC environments (Production, UAT, Dev).
- Configure inbound, outbound, and blended campaigns, including agents and routing rules.
- Implement IVR scripts, call flows, and dialer settings.
- Support telephony setups such as SIP trunking and PSTN integrations.
- Collaborate with network, security, and infrastructure teams during implementation.
- Conduct system validation testing and provide go-live support.
- Configure Five9 modules including ACD, IVR, WFM, Reporting, and Call Recording.
- Manage user provisioning, roles, and access controls.
- Implement call routing logic, recording rules, and compliance settings.
- Monitor system performance to optimize routing and capacity planning.
- Troubleshoot call quality, connectivity, and configuration issues.
- Design and manage cloud-based contact center architecture and integration with cloud-native services and REST APIs.
- Implement secure authentication integrations such as OAuth, SSO, and SAML.
- Ensure compliance with financial industry security standards (PCI, SOC2, etc.).
- Support cloud networking concepts including VPN, firewall rules, and load balancing.
- Optimize system performance and scalability in cloud environments.
Description
At Nuvolant, we are a global IT services firm devoted to empowering organizations to accelerate their growth while maintaining operational scale. Our foundation is built by industry pioneers experienced in establishing robust technology companies and intricate enterprise infrastructures. We pride ourselves on merging the agility of startups with the execution excellence found in large enterprises. We are currently hiring for a Contact Center Engineer role, offering a collaborative environment where innovative ideas thrive. Our team is dedicated to providing a diverse and inclusive workplace, welcoming candidates from various backgrounds. This position is in-person and compensated up to $66.00 per hour for a 40-hour work week.
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