Overview:
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.
Location: Remote
ESSENTIAL DUTIES and RESPONSIBILITIES
Include the following. Other duties may be assigned.
Platform Engineering & Administration
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
Integration Development
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
Reporting, Quality & Compliance
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
Collaboration & Support
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
EDUCATION and EXPERIENCE
CORE KNOWLEDGE and SKILLS
SUPERVISORY RESPONSIBILITIES
Salary Range: $77,150 - $96,500 annually, depending on experience and geographic location.
Please note that actual compensation offered may vary based on local pay requirements, and will meet or exceed state-specific minimum wage or salary thresholds.
Benefits and Well-Being:
We offer a competitive benefits package, including 6 paid holidays, 1 paid floating holiday and up to 20 days of Paid Time Off per year, Medical/Dental/Vision insurance, Company-matching 401(k) and Employee Stock Purchase Program, in addition to other programs and perks. More details about our benefits can be found here.
We consider qualified applicants with arrest and conviction records in accordance with applicable law.
TrueBlue, Inc. and its brands welcome and encourage applications from candidates with disabilities. Accommodations are available upon request for candidates taking part in the application or interview process. If you require disability-related accommodation during the application or interview process, please contact your Recruiter directly, Employee Relations at HR-Advice@trueblue.com, or 1-800-610-8920. TrueBlue, Inc. and its brands will consult with all applicants who request disability-related accommodation during the application or interview process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
Since opening our first office over 30 years ago, TrueBlue has been dedicated to connecting people and work, changing lives, transforming businesses, and benefiting communities around the world. . Whether serving a small business on Main Street or a Fortune 500 company, we work hard to find the talent they need to succeed. Our well-known, established brands - PeopleReady, PeopleManagement (SIMOS, StaffManagement, and Centerline Drivers), and PeopleScout, each have a unique focus to serve our customers' varied needs.
As the world of work changes, so does TrueBlue. We are well-positioned with tremendous strengths and assets, including a unique combination of strong and established brands, proprietary technology, an expansive geographic presence, and a passionate team serving our customers every day.
TrueBlue is The People Company, and our shared values guide our success. We are Optimistic, believing in solutions through innovation and collaboration; Passionate, dedicated to making a positive impact; Accountable, empowering people to take responsibility; Respectful, valuing diverse views and teamwork; and True to who we are and to the needs of our clients. We are committed to making a lasting impact as we continue to adapt to the changing world of work.