[Hiring] Principal Contact Center Engineer @TekWissen

Role Description

The Principal Contact Center Platform Engineer is the senior technical authority for OneHUB contact center platforms and related subsystems. This role is responsible for defining, engineering, governing, and continuously improving enterprise-scale contact center technology capabilities across various domains.

• Leads enterprise-scale platform architecture, engineering standards, solution evaluation, integration strategy, resiliency, operational readiness, and technical governance.
• Provides highest-level technical consultation to IT and business leadership.
• Shapes technology roadmap decisions and evaluates emerging capabilities and vendor solutions.
• Resolves complex technical tradeoffs and mentors platform engineers across the contact center engineering career path.
• Owns broader contact center platform architecture, standards, reliability patterns, vendor strategy, reusable engineering practices, and cross-platform technical leadership.

Platform Architecture Accountability

• Owns the technical architecture, engineering standards, integration patterns, resiliency strategy, roadmap input, and reusable design patterns for major contact center capabilities and subsystems.
• Ensures platform decisions are scalable, secure, compliant, supportable, resilient, cost-effective, and aligned to OneHUB business strategy.
• Connects platform architecture to operational outcomes across OneHUB service domains.
• Defines how contact center platforms integrate with various ecosystems.

Technical Domains

• Contact center cloud platforms and CCaaS capabilities, including Five9.
• ACD, IVR, CTI, call recording, workforce management, quality management, digital channels, and omnichannel routing.
• IVA, conversational automation, intelligent routing, agent assist, workflow automation, and AI-enabled contact center capabilities.
• Salesforce/CRM integration, pharmacy fulfillment system integration, authentication services, knowledge platforms, data platforms, reporting/analytics, and enterprise APIs.
• Telephony, carrier connectivity, SIP, network dependencies, call routing architecture, and operational continuity patterns.
• Reliability engineering, observability, monitoring, alerting, incident patterns, root-cause analysis, operational runbooks, and recurring issue reduction.
• Disaster recovery, business continuity planning, platform failover, operational readiness, and service restoration design.
• Security, privacy, data protection, auditability, GxP considerations, compliance controls, and regulated contact center operations.
• Vendor capability assessment, technology evaluation, solution selection, proof-of-concept design, and platform roadmap input.

Qualifications

• Bachelor's degree with at least 10 years of experience in a related field, preferably contact center support, technology platform operations, platform engineering, solution engineering, or contact center architecture.
• Advanced experience with contact center systems and platform domains.
• Experience deploying and supporting contact center cloud applications.
• Experience driving product selection, vendor evaluation, technology assessments, proofs of concept, and recommendations.
• In-depth knowledge of systems development lifecycle practices and contact center platform architecture.
• Experience integrating contact center solutions with various platforms.
• Proven implementation of creative, scalable, and reliable technology solutions.
• Strong ability to resolve key project hurdles and make sound technical decisions.
• Ability to provide highest-level technical consultation and communicate complex technical recommendations clearly.
• Experience leading or mentoring technical teams and guiding engineering work.
• Excellent written and oral English communication skills.

Qualifications Preferred

• Work experience in the pharmaceutical industry or another regulated environment.
• Experience with Five9 or similar enterprise contact center cloud platforms.
• Experience with Salesforce/CRM and other related environments.
• Experience with IVA, conversational automation, and AI-enabled contact center capabilities.
• Experience establishing platform reliability practices and operational support models.
• Experience managing vendor relationships and evaluating emerging technologies.
• Experience creating reusable architecture patterns and technical documentation frameworks.

Benefits