Senior Contact Center Engineer

Job Description

The Senior Contact Center Platform Engineer, IVA & Automation leads the design, engineering, implementation, optimization, and operational governance of intelligent virtual assistant and contact center automation capabilities across voice and digital channels. This role owns advanced automation patterns within the contact center ecosystem, including conversational IVR, chatbots, voice bots, intelligent routing, agent assist, knowledge-driven self-service, API-enabled transactions, and automation-to-agent handoff experiences.

This role works across business, contact center operations, platform engineering, architecture, product, analytics, and vendor teams to deliver scalable, compliant, measurable, and supportable automation capabilities that improve patient, HCP, customer, and agent experiences. The role is accountable for ensuring IVA and automation solutions improve self-service, reduce unnecessary escalation, improve operational efficiency, support enterprise service goals, and maintain reliable handoff to live agents when automation is not the appropriate path.

This role leads the advanced IVA and automation engineering, reusable design patterns, performance optimization, integration strategy, governance, and technical guidance for more complex automation capabilities.

Responsibilities:

• Lead the design, engineering, implementation, support, and optimization of IVA and contact center automation capabilities, including conversational IVR, chatbots, voice bots, intelligent routing, agent assist, workflow automation, and API-enabled self-service experiences.
• Own advanced automation design patterns across voice and digital channels, including intents, utterances, dialog logic, routing rules, fallback handling, escalation logic, authentication steps, and automation-to-agent handoff experiences.
• Engineer seamless automation-to-agent handoff experiences that preserve context, customer intent, authentication state, journey history, interaction data, routing logic, and operational continuity when a patient, HCP, or customer transitions from self-service to live support.
• Design and engineer integrations connecting IVA capabilities to Five9, telephony platforms, Salesforce or CRM systems, authentication services, APIs, backend applications, knowledge platforms, enterprise data sources, and related contact center technologies.
• Own the continuous optimization backlog for IVA and automation capabilities using performance indicators such as containment rate, escalation rate, intent accuracy, latency, availability, completion rate, customer experience, operational performance, and live-agent handoff effectiveness.
• Monitor, analyze, and improve IVA and automation performance, identifying opportunities to improve self-service completion, reduce avoidable escalations, increase intent recognition accuracy, improve responsiveness, and enhance patient, HCP, customer, and agent experience.
• Partner with contact center operations, workforce management, and quality management stakeholders to ensure IVA, routing, automation, and handoff designs support operational performance, staffing assumptions, quality monitoring needs, coaching workflows, service levels, and customer experience goals.
• Troubleshoot and resolve conversational defects, platform incidents, integration issues, routing defects, handoff failures, and automation performance issues in partnership with internal technology teams, contact center operations, and external vendors.
• Lead testing strategy, release validation, deployment readiness, post-implementation verification, and production readiness for intelligent automation capabilities to ensure solution quality, business continuity, and operational supportability.
• Establish reusable engineering standards and governance practices for IVA and automation capabilities, including naming conventions, conversational design standards, test approaches, monitoring expectations, documentation practices, runbooks, support models, and operational controls.
• Provide technical guidance and mentoring to contact center platform engineers, operations partners, analysts, product owners, and delivery teams on IVA design, automation troubleshooting, optimization practices, integration patterns, and engineering standards.
• Produce and maintain technical documentation, configuration records, conversational design artifacts, integration documentation, operating procedures, support procedures, and operational runbooks associated with delivered IVA and automation capabilities.
• Ensure IVA and automation capabilities comply with enterprise security requirements, governance controls, SDLC standards, data protection requirements, privacy expectations, quality controls, and applicable corporate and divisional policies.
• Partner effectively with business stakeholders, contact center operations, product owners, Journey Engineers, analysts, architects, developers, data teams, and vendors to continuously improve automation methods, processes, customer experience, and handoff between automation and live agents.
• What makes this role different-- • Leads advanced contact center automation engineering rather than basic platform configuration.
• Owns IVA and automation capabilities across design, build, optimization, reliability, and operational governance.
• Defines reusable automation patterns, conversational design practices, routing logic, escalation paths, fallback handling, and live-agent handoff standards.
• Uses operational and performance analytics to maintain a continuous optimization backlog.
• Connects automation design to contact center operations, including ACD, routing, service levels, WFM/QM impacts, knowledge management, CRM/case management, and digital channels.
• Provides technical guidance to platform engineers, operations partners, architects, product owners, analysts, developers, and vendors.
• Ensures automation solutions are secure, supportable, measurable, compliant, and aligned to patient, HCP, customer, and agent experience goals.

Qualifications

Required

• Bachelor's Degree with 5 years of relevant experience; OR Master's Degree in a relevant field with 4 years of relevant experience.
• Experience designing, building, implementing, supporting, or optimizing contact center automation capabilities such as IVA, conversational IVR, chatbots, voice bots, intelligent routing, agent assist, or conversational AI.
• Strong understanding of contact center concepts including IVA, ACD, omnichannel routing, case management/CRM, WFM/QM, knowledge management, digital channels, agent workflows, service levels, quality monitoring, live-agent handoff patterns, and operational performance measurement.
• Demonstrated ability to translate business requirements, customer journeys, and service objectives into conversational flows, intents, utterances, dialog logic, routing rules, escalation handling, and technical solution designs.
• Experience engineering integrations with contact center platforms, telephony systems, CRM systems, authentication services, APIs, backend applications, knowledge bases, and enterprise technologies required for end-to-end self-service experiences.
• Ability to monitor and analyze solution performance using metrics such as containment, escalation, intent accuracy, latency, availability, completion rate, customer experience, and handoff performance.
• Strong troubleshooting and root-cause analysis skills across conversational defects, routing issues, platform incidents, integration issues, handoff failures, and automation performance challenges.
• Working knowledge of software development lifecycle practices, change management, testing disciplines, release validation, deployment readiness, and enterprise operational support expectations.
• Ability to organize and present project objectives, technical recommendations, progress updates, solution outcomes, risks, and operational findings in a clear and professional manner.

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