Contact Center Consultant

Position: Sr. Contact Center Engineer

Location: Bloomfield, CT or Lafayette, LA

Duration: 12 Months

About VLink: Started in 2006 and headquartered in Connecticut, VLink is one of the fastest growing digital technology services and consulting companies. Since its inception, our innovative team members have been solving the most complex business, and IT challenges of our global clients.

The Client has an immediate need for Senior Contact Center Engineer / Technical Lead – Cisco & Genesys Platforms to support enterprise contact center operations.

This role requires strong hands-on experience in Cisco Finesse, UCCE, and Genesys Engage environments.

Candidates must have deep understanding of enterprise contact center platforms and be comfortable working in large-scale, highly available environments. This is an exciting opportunity to work in a fast-paced team supporting mission-critical customer interaction systems.

• Opportunity to lead enterprise contact center modernization initiatives
• Work across on-prem and cloud-based contact center platforms
• Exposure to large-scale transformation and cloud adoption strategies
• Collaborative hybrid work environment with cross-functional architecture teams
• High-impact role influencing platform evolution and governance

This position is based in Bloomfield, CT or Lafayette, LA in a Hybrid Model.

Your future duties and responsibilities:

The Senior Contact Center Engineer / Technical Lead will be responsible for administering, configuring, and optimizing enterprise contact center platforms while supporting migration and transformation initiatives. The role requires hands-on configuration expertise, strong understanding of routing and agent lifecycle management, and the ability to support coexistence between legacy and cloud platforms.

Key Responsibilities

Technical Leadership & Platform Architecture

• Demonstrate strong understanding of enterprise contact center architecture
• Understand how agent desktop, routing, skills, queues, and telephony integrations function within enterprise ecosystems
• Support transition planning and migration efforts toward Amazon Connect
• Assist in mapping legacy configurations to cloud-native equivalents
• Ensure governance, documentation, and configuration consistency
• Provide mentorship and technical guidance to platform administrators

Enterprise Contact Center Administration (Legacy Platforms)

• Administer and configure enterprise contact center platforms such as Cisco UCCE / Finesse, Genesys Engage / Workspace, or similar enterprise solutions
• Deploy and manage agent desktop components and configurations
• Configure Not Ready and Wrap-Up reason codes
• Create and manage phonebooks and agent teams
• Configure call variable display and desktop settings
• Create and manage agent profiles
• Assign skills and configure skill-based routing
• Maintain routing configurations and queue structures
• Ensure configuration consistency across environments

Amazon Connect Migration & Transition Support

• Support migration planning from legacy contact center platforms to Amazon Connect
• Analyze and document existing routing logic, skills, agent states, and configuration dependencies
• Assist in translating legacy routing models into Amazon Connect contact flows, routing profiles, and queues
• Support integration mapping between Amazon Connect and enterprise systems
• Participate in testing, validation, and phased rollout execution
• Support coexistence model during migration
• Assist in documentation and knowledge transfer activities

Required qualifications to be successful in this role

At least 7 years of experience administering enterprise contact center platforms

• Strong hands-on experience with at least one major enterprise contact center platform (e.g., Cisco, Genesys, Avaya, NICE, Amazon Connect, Five9, or similar enterprise-grade solutions)
• Proven experience managing agent lifecycle, skills configuration, routing profiles, queues, and desktop settings
• Strong understanding of contact center routing concepts including skill-based routing, queue management, agent states, and call variable handling
• Experience working in high-availability production environments
• Experience supporting platform upgrades, migrations, or transformation initiatives
• Strong troubleshooting, configuration governance, and change management skills
• Demonstrated ability and willingness to quickly learn new contact center platforms and effectively support them in production

Desired Qualifications

• Hands-on experience with Cisco UCCE / Finesse
• Hands-on experience with Genesys Engage / Workspace
• Experience with Amazon Connect configuration and administration
• Experience supporting cloud migration or modernization programs
• Familiarity with AWS ecosystem services supporting contact center integrations
• Experience in hybrid (on-prem cloud) coexistence environments
• Experience working in regulated enterprise environments

Expectations

• Maintain operational stability of legacy platforms during migration
• Proactively identify configuration risks and migration dependencies
• Ensure documentation accuracy and configuration traceability
• Support phased cloud adoption with minimal business disruption
• Drive governance, standardization, and long-term platform sustainability
• Demonstrate ownership mindset and ability to manage initiatives end-to-end

Employment Practices:

EEO, ADA, FMLA Compliant

VLink is an equal opportunity employer committed to fostering an inclusive environment where diversity is celebrated. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Employment is contingent upon successful completion of a background check. Applicant information will be handled in accordance with VLink's privacy policy.