Sr Platform Engineer (IC2) // Baltimore MD(Hybrid)

TECHNOGEN, Inc. is a Proven Leader in providing full IT Services, Software Development and Solutions for 15 years.

TECHNOGEN is a Small & Woman Owned Minority Business with GSA Advantage Certification. We have offices in VA; MD & Offshore development centers in India. We have successfully executed 100 projects for clients ranging from small business and non-profits to Fortune 50 companies and federal, state and local agencies.

Hi There,

I am Kishore – Senior Talent Acquisition Specialist with TechnoGenInc, we are looking to hire a Talented Professional with below skill set

to work with one of our clients and came across your profile and wondering if you might interested or exploring the job market, if so, Please share me your resume at kishore.b@technogeninc.com

Sr Platform Engineer (IC2)

LOCATION DETAILS: Hybrid - 3x a week - Baltimore MD, Evansville, IN

Longterm Contract

Top 3 Skills

• CCaaS,
• Telephony,
• API Integrations
  
  

Mandatory Skills

• Proficient in API development and integrations (REST, SOAP, JSON, etc.).
• Expertise in CCaaS platforms such as Amazon Connect, NiceCX, Five9, Twilio, or similar.
• Proficiency with WFM tools (e.g., NICE, Verint, Aceyus).
• Strong knowledge MuleSoft and CRM platforms like Salesforce or Microsoft Dynamics.
• Hands-on experience with call recording solutions like Verint or NICE Systems.
• Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies.
• Located within 50 miles of Client offices
  
  

Responsibilities

• Lead the design, deployment, and configuration of CCaaS platforms (e.g., Genesys, Nice, Five9, Amazon Connect) and integrate with Avaya PBX systems to ensure seamless operation and performance.
• Design, develop, and support self-service IVR applications that provide a positive customer experience and streamline contact center operations. Architect the IVR infrastructure, including application servers, prompt servers, and load balancers.
• Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure and integration points.
• Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with CCaaS solutions to enhance functionality and automate workflows.
• Work closely with management to define key performance indicators (KPIs), ensure SLA adherence, and optimize operational efficiency. Focus on improving customer experience through strategic integrations and automation.
• Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis.
• Oversee the configuration and management of predictive, preview, power, and auto-dialers, optimizing call strategies to improve contact efficiency and agent productivity while ensuring compliance with regulations such as TCPA.
• Develop and maintain custom scripts and tools for system integrations and automation to streamline processes across different platforms, ensuring seamless communication between CCaaS, CRM, and other internal systems.
• Support Avaya-specific features such as ACD, trunks, and dial patterns, ensuring proper integration with cloud-based contact center solutions.
  
  

Requirements

• Proficient in API development and integrations (REST, SOAP, JSON, etc.).
• Expertise in CCaaS platforms such as Amazon Connect, NiceCX, Five9, Twilio, or similar.
• Proficiency with WFM tools (e.g., NICE, Verint, Aceyus).
• Strong knowledge MuleSoft and CRM platforms like Salesforce or Microsoft Dynamics.
• Hands-on experience with call recording solutions like Verint or NICE Systems.
• Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies.