Lead Voice Communications Engineer - Hybrid

Company: Page Mechanical Group, Inc.
Location: Baltimore
Posted on: May 3, 2025

Job Description:

Hybrid - onsite 3x a week Baltimore MD, Evansville INTop 3 Skills - CCaaS, Telephony, API IntegrationsThere is a possibility of an extension or conversion to FTE.We seek a CCaaS Lead Engineer to join our growing Contact Center and Telephony team and lead the deployment, integration, and maintenance of our CCaaS (Contact Center as a Service) solutions. The ideal candidate will have in-depth experience with Workforce Management (WFM), Customer Relationship Management (CRM) systems, call recording solutions, dialers, reporting tools, API integrations and a working knowledge of Avaya PBX systems. This role requires strong technical expertise, project management skills, and a collaborative mindset to deliver seamless contact center solutions.Title: Lead Platform Engineer (IC3)In the Role, you will:

• Lead the design, deployment, and configuration of CCaaS platforms (e.g., Genesys, Nice, Five9, Amazon Connect) and integrate with Avaya PBX systems to ensure seamless operation and performance.
• Design, develop, and support self-service IVR applications that provide a positive customer experience and streamline contact center operations. Architect the IVR infrastructure, including application servers, prompt servers, and load balancers.
• Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure and integration points.
• Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with CCaaS solutions to enhance functionality and automate workflows.
• Work closely with management to define key performance indicators (KPIs), ensure SLA adherence, and optimize operational efficiency. Focus on improving customer experience through strategic integrations and automation.
• Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis.
• Oversee the configuration and management of predictive, preview, power, and auto-dialers, optimizing call strategies to improve contact efficiency and agent productivity while ensuring compliance with regulations such as TCPA.
• Develop and maintain custom scripts and tools for system integrations and automation to streamline processes across different platforms, ensuring seamless communication between CCaaS, CRM, and other internal systems.
• Support Avaya-specific features such as ACD, trunks, and dial patterns, ensuring proper integration with cloud-based contact center solutions.ADDITIONAL INFORMATION:Must live within 50 miles of OneMain Corporate Office: Baltimore MD, Evansville IN, Charlotte NC, Fort Worth TX, Irving TX, Wilmington DE
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Keywords: Page Mechanical Group, Inc., Towson , Lead Voice Communications Engineer - Hybrid, Engineering , Baltimore, Maryland