We are looking for an experienced Senior Contact Center Solutions & Implementation Engineer to independently lead the technical delivery of an enterprise contact-center implementation and integration engagement.

This is a hands-on contract opportunity for a senior engineer who is comfortable taking ownership of a project from technical discovery and solution architecture through configuration, integration, testing, deployment, stabilization, and handoff.

The ideal candidate combines strong software and systems engineering skills with practical experience in contact-center technologies, voice/telephony environments, enterprise integrations, APIs, CRM systems, databases, and cloud-based solutions.

This is not a narrowly scoped development assignment. We are looking for someone capable of understanding business requirements, making sound architectural decisions, solving technical problems independently, and driving the implementation to successful completion.

Key Responsibilities

• Take end-to-end technical ownership of contact-center solution implementation and deployment.
• Participate in technical discovery and translate business requirements into scalable technical solutions.
• Design solution architecture covering contact-center applications, voice/telephony services, CRM platforms, databases, APIs, analytics, and other integrated systems.
• Configure and customize contact-center solutions based on functional requirements and implementation best practices.
• Design, build, test, and troubleshoot integrations between enterprise applications.
• Develop and consume REST APIs, web services, webhooks, and other integration interfaces.
• Perform data mapping, transformation, synchronization, and migration where required.
• Design and optimize relational database structures, queries, and supporting data workflows.
• Troubleshoot complex issues involving applications, APIs, databases, networked services, configuration, and system integrations.
• Coordinate technical dependencies between multiple applications and services.
• Create technical implementation, testing, deployment, and rollback plans.
• Support system integration testing and user acceptance testing.
• Diagnose and resolve defects identified during implementation and testing.
• Lead production deployment and post-deployment stabilization activities.
• Communicate implementation progress, risks, blockers, and technical recommendations clearly to stakeholders.
• Maintain accurate technical and operational documentation.
• Provide knowledge transfer and a structured technical handoff at the completion of the engagement.
• Provide technical guidance to other engineers when required.

Required Technical Experience

Candidates should have strong hands-on experience with several of the following:

Contact Center & Voice Technologies

• Contact center / CCaaS platforms
• Voice and telephony systems
• Call routing and queue management
• IVR concepts and workflows
• ACD / skills-based routing
• CTI integrations
• Agent and customer interaction workflows
• Call recording and voice-processing systems
• Omnichannel customer engagement
• Contact-center reporting and analytics

Experience with platforms such as NiCE, Genesys, Five9, Cisco, Amazon Connect, Twilio Flex, or comparable enterprise contact-center technologies is highly desirable.

Enterprise Integration

Strong experience with:

• RESTful APIs
• Web services
• Webhooks
• JSON / XML
• API authentication and authorization
• OAuth / token-based authentication
• Third-party application integrations
• CRM integrations
• Data synchronization
• Event-driven integrations
• Middleware or integration services

Experience integrating systems such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, or similar enterprise platforms is advantageous.

Development & Engineering

Hands-on experience with one or more of the following:

• Java / Spring Boot
• C# / .NET
• Python
• JavaScript / TypeScript
• Node.js
• PowerShell or Bash
• SQL

Candidates do not need to specialize in every language. More important is the ability to understand existing systems, implement integrations, troubleshoot issues, and develop supporting services or scripts when needed.

Database Experience

Strong working knowledge of relational databases, including:

• SQL Server
• PostgreSQL
• MySQL
• Oracle or comparable platforms

Expected capabilities include:

• SQL development
• Database design
• Data modeling
• Query optimization
• Data mapping
• Data migration
• Integration-related database work
• Troubleshooting data consistency and performance issues

Cloud & Deployment Experience

Experience with modern deployment environments is preferred, including:

• AWS, Azure, or GCP
• Docker
• Kubernetes
• CI/CD pipelines
• Git
• Application monitoring and logging
• Production deployment
• Environment and configuration management
• Security and secrets management

Solution Architecture

The contractor should be comfortable designing and documenting:

Application architecture
Integration architecture
API flows
Data flows
Database interactions
Authentication flows
System dependencies
Error-handling and retry strategies
Production deployment architecture
Monitoring and support requirements
Consulting & Project Delivery Skills
Because this is a customer-facing technical engagement, the successful contractor must also be comfortable with:

Technical discovery sessions
Requirements gathering
Business and technical analysis
Stakeholder communication
Technical presentations
Project planning
Risk and dependency identification
Issue management
Implementation status reporting
Managing technical expectations
Working with both technical and non-technical stakeholders
You should be able to work with limited supervision and proactively identify what needs to be done to keep the implementation moving forward.
Expected Deliverables
The contractor will be expected to produce and/or maintain deliverables including:

Technical requirements documentation
Solution architecture
Integration architecture and data-flow documentation
System configuration
API and external-system integrations
Database queries, schemas, and mappings where required
Configuration documentation
Technical implementation plan
Integration specifications
Testing plan and test cases
System integration testing support
User acceptance testing support
Defect resolution
Production-readiness assessment
Deployment and rollback plan
Production implementation
Post-deployment troubleshooting and stabilization
Operational/support documentation
Knowledge-transfer documentation
Final technical handoff
Definition of Success

The engagement will be considered successful when the delivered solution:
Meets agreed functional and technical requirements.
Operates reliably in the target production environment.
Successfully integrates with required enterprise systems.
Has completed the required technical and business testing.
Has major defects and integration issues resolved.
Includes clear documentation for ongoing support and maintenance.
Can be transitioned to the appropriate support or internal team without dependency on the contractor.
Has been delivered according to the agreed implementation milestones.
Ideal Candidate Profile
This opportunity is particularly suitable for professionals with backgrounds such as:

Senior Implementation Engineer
Contact Center Solutions Engineer
Contact Center Solutions Architect
CCaaS Implementation Consultant
Professional Services Engineer
Senior Integration Engineer
Telecom / Voice Engineer
Technical Implementation Consultant
Senior Solutions Engineer
Enterprise Integration Architect
We are especially interested in candidates who combine contact-center or voice-system knowledge with strong API, database, integration, architecture, and production deployment experience.
Engagement Structure

Type: Freelance / Independent Contractor
The contractor is expected to operate with a high degree of independence and take meaningful ownership of technical delivery.
Rather than simply receiving individual development tickets, the selected engineer should be able to:
Understand requirements → design the solution → configure/build integrations → test → troubleshoot → deploy → stabilize → document → hand off.

• Take end-to-end technical ownership of contact-center solution implementation and deployment.
• Participate in technical discovery and translate business requirements into scalable technical solutions.
• Design solution architecture covering contact-center applications, voice/telephony services, CRM platforms, databases, APIs, analytics, and other integrated systems.
• Configure and customize contact-center solutions based on functional requirements and implementation best practices.
• Design, build, test, and troubleshoot integrations between enterprise applications.
• Develop and consume REST APIs, web services, webhooks, and other integration interfaces.
• Perform data mapping, transformation, synchronization, and migration where required.
• Design and optimize relational database structures, queries, and supporting data workflows.
• Troubleshoot complex issues involving applications, APIs, databases, networked services, configuration, and system integrations.
• Coordinate technical dependencies between multiple applications and services.
• Create technical implementation, testing, deployment, and rollback plans.
• Support system integration testing and user acceptance testing.
• Diagnose and resolve defects identified during implementation and testing.
• Lead production deployment and post-deployment stabilization activities.
• Communicate implementation progress, risks, blockers, and technical recommendations clearly to stakeholders.
• Maintain accurate technical and operational documentation.
• Provide knowledge transfer and a structured technical handoff at the completion of the engagement.
• Provide technical guidance to other engineers when required.

• Contact center / CCaaS platforms
• Voice and telephony systems
• Call routing and queue management
• IVR concepts and workflows
• ACD / skills-based routing
• CTI integrations
• Agent and customer interaction workflows
• Call recording and voice-processing systems
• Omnichannel customer engagement
• Contact-center reporting and analytics
• RESTful APIs
• Web services
• Webhooks
• JSON / XML
• API authentication and authorization
• OAuth / token-based authentication
• Third-party application integrations
• CRM integrations
• Data synchronization
• Event-driven integrations
• Middleware or integration services
• Java / Spring Boot
• C# / .NET
• Python
• JavaScript / TypeScript
• Node.js
• PowerShell or Bash
• SQL
• SQL Server
• PostgreSQL
• MySQL
• Oracle or comparable platforms
• SQL development
• Database design
• Data modeling
• Query optimization
• Data mapping
• Data migration
• Integration-related database work
• Troubleshooting data consistency and performance issues
• AWS, Azure, or GCP
• Docker
• Kubernetes
• CI/CD pipelines
• Git
• Application monitoring and logging
• Production deployment
• Environment and configuration management
• Security and secrets management

• BA/BSc/HND
• Strong software and systems engineering skills
• Practical experience in contact-center technologies, voice/telephony environments, enterprise integrations, APIs, CRM systems, databases, and cloud-based solutions.
• Capable of understanding business requirements, making sound architectural decisions, solving technical problems independently, and driving the implementation to successful completion.