Implementation Engineer - Contact Center

Implementation Engineer - Contact Center Location : Remote (occasional onsite at client location may be required) Job Type : Full-time Experience Level : Mid to Senior Industry : Contact Center, SaaS, Cloud Communications Position Overview We are seeking a skilled Implementation Engineer to lead the deployment and integration of our Contact Center solutions into client ecosystems. You will act as both a technical expert and customer-facing consultant , guiding clients through the full implementation lifecycle from requirement gathering and system configuration to go-live support. Key Responsibilities End-to-End Implementation : Own and manage the entire implementation process of Contact Center solutions within customer environments. Client Engagement : Communicate technical concepts and implementation plans across stakeholders from business leaders to IT engineers. Consultation & Analysis : Work directly with clients to assess current workflows, gather requirements, and advise on optimal configurations. System Configuration : Configure, deploy, and test Contact Center platforms, ensuring alignment with customer requirements. User Training & UAT Support : Conduct training and support clients during user acceptance testing and production readiness. Issue Resolution : Troubleshoot and resolve deployment issues efficiently, maintaining strong communication with clients. Technical Documentation : Maintain accurate records of implementation details, changes, and customizations. Required Skills & Qualifications Mandatory : Proficiency in SQL for querying and data manipulation. Strong grasp of IP networking fundamentals and RESTful APIs . Experience in implementing outbound contact center products . Hands-on experience with Linux , Nginx , and Redis . Solid understanding of Contact Center technologies (e.g., Dialer, ACD, IVR, Omnichannel systems ). Excellent listening, problem-solving , and client communication skills. A consultative approach with a customer-first mindset . Preferred : Experience with platforms like Amazon Connect, Cisco UCCE, NICE InContact, Twilio, Genesys, or Avaya . Familiarity with EHR (Electronic Health Record) systems and healthcare workflows. Exposure to AWS infrastructure and services. Previous experience with high-volume outbound campaigns . ","