? Hiring: Principal Contact Center Platform Engineer

? Lake County, IL

? Hybrid – 3 Days Onsite / Week

⏳ 6-Month Contract

We’re looking for a Principal Contact Center Platform Engineer to serve as the senior technical authority for enterprise contact center platforms, architecture, integrations, reliability, and modernization.

? What You’ll Do

• Lead enterprise-scale contact center architecture, engineering design, and technical governance
• Define platform strategy, modernization roadmaps, and reusable architecture patterns
• Architect and integrate CCaaS, ACD, IVR, CTI, telephony, CRM, APIs, WFM, QM, and digital channels
• Drive resiliency, disaster recovery, business continuity, observability, and operational readiness
• Evaluate vendors, emerging technologies, POCs, and platform capabilities
• Guide engineering teams through design reviews, technical decisions, and complex implementations
• Partner with senior IT and business leadership on technology strategy and investment decisions

?️ Key Technical Experience

• Five9 or other enterprise CCaaS platforms such as Genesys, NICE, or Amazon Connect
• ACD / IVR / CTI / SIP / Telephony / Omnichannel Routing
• Salesforce/CRM and enterprise API integrations
• IVA, Conversational AI, Agent Assist, Intelligent Routing & Automation
• Cloud platform architecture and integration patterns
• Reliability engineering, monitoring, observability, DR & BCP
• Enterprise architecture, technical governance, and modernization

⭐ Preferred

• 10+ years of relevant contact center technology/architecture experience
• Healthcare, Pharma, Life Sciences, or regulated-industry experience
• Experience with GxP, privacy, security, compliance, and auditability
• Strong executive communication and technical leadership experience
• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field

Looking for a true Principal-level technical leader who can go deep into contact center architecture while also influencing enterprise strategy and modernization.

? Interested? Send me your resume or DM me to discuss the opportunity.

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