Contact Center Platform Engineer

Advanced experience with contact center systems and platform domains such as contact routing, CTI, ACD, IVR, call recording, workforce management, quality management, digital channels, IVA, CRM integration, and multichannel contact management across voice, email, chat, SMS, and messaging. Partner with business and technology leadership to shape the contact center technology roadmap, identify modernization opportunities, rationalize platform capabilities, and guide investments that improve scalability, reliability, cost effectiveness, and customer and agent experience.

Job Title: Contact Center Platform Engineer

Location: North Chicago, IL

Salary Range: $85-90/hr

 

Introduction

The Principal Contact Center Platform Engineer is the senior technical authority responsible for defining, engineering, governing, and continuously improving enterprise-scale contact center technology capabilities. This role involves leading platform architecture, engineering standards, solution evaluation, integration strategy, resiliency, operational readiness, and technical governance across major contact center capabilities.

Required Skills & 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 such as contact routing, CTI, ACD, IVR, call recording, workforce management, quality management, digital channels, IVA, CRM integration, and multichannel contact management across voice, email, chat, SMS, and messaging.
• Experience deploying and supporting contact center cloud applications, including disaster recovery, business continuity, failover, operational readiness, and platform resiliency patterns.
• Experience driving product selection, vendor evaluation, technology assessments, proofs of concept, and recommendations based on contact center technology industry trends, business drivers, technical fit, scalability, supportability, and cost effectiveness.
• Prior work experience at client or in client's Industry

Applicants must be able to work directly for Artech on W2.

Preferred Skills & Qualifications

• Work experience in the pharmaceutical industry or another regulated environment.
• Experience with Five9 or similar enterprise contact center cloud platforms.
• Experience with IVA, conversational automation, intelligent routing, agent assist, AI-enabled contact center capabilities, and automation-to-agent handoff design.

Day-to-Day Responsibilities

• Lead enterprise-scale contact center platform architecture, engineering design, implementation strategy, and technical governance across major systems and subsystems.
• Provide comprehensive technical consultation to business unit and IT management at the highest technical level across contact center platforms, integrations, operating models, and engineering practices.
• Partner with business and technology leadership to shape the contact center technology roadmap, identify modernization opportunities, rationalize platform capabilities, and guide investments that improve scalability, reliability, cost effectiveness, and customer and agent experience.

Company Benefits & Culture

• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and holiday schedule.
• Opportunities for professional development and career growth.

For immediate consideration please click APPLY to begin the screening process with Alex.