Job Information
Maximus Lead Engineer - CCaaS Operations in Remote, United States
Essential Duties and Responsibilities:
Lead the design and development of complex software applications from business requirements in collaboration with other team members
Investigate new solutions, tools, products, and techniques to incorporate into coding standards.
Troubleshoot complex issues and produce detailed proposals to resolve.
Support testing and remediate defects
Guide, coach, and mentor entry and mid-level developers
Essential Duties and Responsibilities:
Own end-to-end contact center implementation and ongoing support across all phases of the project lifecycle
Lead design of advanced cloud contact center solutions, including routing, IVR, workforce management, analytics, and reporting, incorporating AI technologies (e.g., Copilot, Amazon Bedrock, Amazon Q in Connect, Kore.ai, Murf.ai)
Translate complex technical concepts into clear guidance for non-technical stakeholders, clients, and cross-functional IT teams
Research emerging customer experience and conversational AI technologies; evaluate tools and contribute to continuous improvement of solution offerings
Analyze existing and new voice/data network environments and recommend scalable, resilient solutions
Gather, assess, and document technical requirements in support of business needs and RFP responses
Develop unit and integration test scenarios aligned with system requirements and evolving business processes
Troubleshoot, maintain, and upgrade contact center and supporting systems; proactively identify and resolve issues
Adhere to implementation standards, change control processes, and internal documentation practices
Communicate status, risks, and issues in a timely manner and collaborate with leadership to ensure on-time delivery
Support change management activities and create or update required technical and process artifacts
Participate in off-hours support as needed for critical incidents or outages
Perform additional duties as assigned by leadership
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Minimum Salary
$150,000
Maximum Salary
$200,000