[Hiring] Contact Center Engineer @TrueBlue

Role Description

The Contact Center Engineer is responsible for designing, implementing, and maintaining the organization's contact center technology infrastructure. Working within a collaborative engineering team, this role plays a key part in delivering seamless omnichannel customer experiences through cloud-based CCaaS platforms, telephony integrations, and CRM connectivity. The ideal candidate brings hands-on experience with modern contact center platforms — particularly Genesys Cloud — and a strong ability to translate business requirements into reliable, scalable technical solutions. This position operates with a moderate degree of independence while partnering closely with IT, operations, and customer experience stakeholders.

Qualifications

• Bachelor’s degree in computer science, information technology, telecommunications, or a related field — or equivalent combination of education and experience
• 2–4 years of hands-on experience in contact center engineering, telecommunications engineering, or a closely related IT infrastructure role
• Demonstrated experience administering or engineering at least one enterprise CCaaS platform (Genesys Cloud strongly preferred)
• Proven track record integrating CCaaS platforms with CRM applications via APIs
• Experience with SIP/VoIP protocols, PSTN connectivity, SBCs, and carrier management is a plus
• Experience with UCaaS platforms including Webex cloud calling is a plus

Requirements

• Design, deploy, configure, and maintain CCaaS platforms including TrueBlue’s Genesys Cloud implementation
• Build and optimize inbound/outbound call flows, IVR trees, ACD routing strategies, and skill-based routing configurations
• Manage omnichannel routing across voice, chat, email, SMS, and social messaging channels
• Coordinate deployment of feature updates and perform vendor change management activities
• Monitor system health, availability, and performance using platform; respond to incidents and escalate as appropriate
• Administrate user access, roles, and permissions
• Develop, configure, and maintain CRM integrations with Salesforce, ServiceNow, Zendesk, and internal homegrown CRM applications via REST/SOAP APIs, webhooks, and middleware platforms
• Build screen-pop, click-to-dial, and embedded softphone integrations between CCaaS platforms and CRM systems
• Implement CTI (Computer Telephony Integration) solutions and ensure accurate data synchronization between contact center and CRM platforms
• Collaborate with development teams on custom API connectors, data transformation logic, and event-driven workflows
• Build and maintain real-time and historical reporting dashboards, support wallboard and supervisor monitoring configurations
• Assist with call recording, Quality Management (QM), and Workforce Management (WFM) platform configurations
• Ensure contact center systems adhere to security, compliance, and data privacy standards
• Document technical configurations, architecture diagrams, runbooks, and change management records
• Serve as a Tier 2/3 escalation resource for contact center platform issues; partner with vendor technical support as needed
• Work with contact center operations leadership to gather requirements, assess impact of changes, and deliver solutions aligned to business objectives
• Evaluate emerging contact center technologies (AI/virtual agents, conversational IVR, real-time transcription, sentiment analysis) and provide recommendations
• Participate in on-call rotation

Benefits

• 6 paid holidays
• 1 paid floating holiday
• Up to 20 days of Paid Time Off per year
• Medical/Dental/Vision insurance
• Company-matching 401(k)
• Employee Stock Purchase Program
• Other programs and perks