What are the responsibilities and job description for the Senior Contact Center Engineer position at Vernovis?
Job Title: Senior Contact Center Engineer
Location: Cincinnati OH (Onsite)
Who We Are:
Vernovis is a Total Talent Solutions company that specializes in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest.
Come join us:
Vernovis is looking for a Senior Contact Center Engineer / Architect, who will play a key role in designing, developing, and modernizing enterprise contact center capabilities that support customer service, sales, and operational excellence. This individual will work across cloud, telephony, and software engineering disciplines to deliver scalable omni-channel solutions including voice, chat, email, intelligent routing, automation, CTI integrations, and conversational AI. The role requires both hands-on technical expertise and architectural leadership, partnering closely with business stakeholders, product teams, and engineering resources to translate customer engagement strategies into innovative technology solutions.
What You'll Do:
Vernovis offers Health, Dental, Vision, Voluntary Short & Long -Term Disability, Voluntary Life Insurance, and 401K.
Vernovis does not accept inquiries from Corp to Corp recruiting companies. Applicants must be currently authorized to work in the United States on a full-time basis and not violate any immigration or discrimination laws.
Vernovis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://vernovis.com/privacy-policy-2/.
Location: Cincinnati OH (Onsite)
Who We Are:
Vernovis is a Total Talent Solutions company that specializes in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest.
Come join us:
Vernovis is looking for a Senior Contact Center Engineer / Architect, who will play a key role in designing, developing, and modernizing enterprise contact center capabilities that support customer service, sales, and operational excellence. This individual will work across cloud, telephony, and software engineering disciplines to deliver scalable omni-channel solutions including voice, chat, email, intelligent routing, automation, CTI integrations, and conversational AI. The role requires both hands-on technical expertise and architectural leadership, partnering closely with business stakeholders, product teams, and engineering resources to translate customer engagement strategies into innovative technology solutions.
What You'll Do:
- Design, build, and enhance enterprise contact center solutions across voice, chat, email, and workflow channels
- Advance ACD, IVR, and predictive dialer capabilities to support blended inbound/outbound strategies
- Lead development of intelligent routing, NLP-driven IVR, and automation solutions
- Deliver CTI integrations and screen-pop solutions to improve agent experience and customer outcomes
- Partner with cross-functional teams to translate business needs into scalable technical solutions
- Contribute to and occasionally lead Agile delivery efforts, including backlog management and sprint execution
- Mentor junior engineers and promote engineering best practices and continuous improvement
- Ensure solutions meet security, compliance, and performance standards
- Evaluate and implement emerging technologies to keep the platform competitive and future-ready
- 7–10 years of experience in medium-to-large scale contact center environments
- 3–5 years of hands-on experience in contact center platform development
- Deep expertise in platforms such as Genesys, NICE, or Five9
- Strong understanding of ACD, IVR, CTI, speech/NLP, and dialer technologies
- Experience with modern development technologies (JavaScript/TypeScript, Angular, Java, .NET, APIs)
- Familiarity with cloud platforms (AWS preferred)
- Proven ability to simplify complex systems and communicate effectively with business stakeholders
- Strong collaboration skills with the ability to lead and influence across teams
- Agile mindset with a passion for innovation and continuous improvement
Vernovis offers Health, Dental, Vision, Voluntary Short & Long -Term Disability, Voluntary Life Insurance, and 401K.
Vernovis does not accept inquiries from Corp to Corp recruiting companies. Applicants must be currently authorized to work in the United States on a full-time basis and not violate any immigration or discrimination laws.
Vernovis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://vernovis.com/privacy-policy-2/.