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Fusion Global Solutions LLC

Senior Call Center Engineer (Lead/Senior Specialist)Remote12+ MonthsThe Senior Engineer is an authority on Unified Communications (UC) and Contact Center as a Service (CCaaS)platforms. They focus on architecture, high-level troubleshooting, and strategy.Key Responsibilities<ul><li>System Architecture: Design and optimize the flow of calls, chats, and automated SMS responses within the Client contact center environment.</li><li>Tier III Support: Lead the resolution of complex outages or systemic bugs that Junior engineers cannot resolve.</li><li>Vendor Management: Interface with providers (like Cisco, Avaya, or Genesys) and manage service level agreements (SLAs).</li><li>AI &amp; Automation: Implement &quot;Virtual Investigators&quot; or AI voice-based assessments to speed up intake for 311 reports (e.g., potholes, signal outages).</li><li>Security &amp; Compliance: Ensure call recordings and user data comply with DC government privacy regulations.</li></ul>Qualifications<ul><li>Education: Bachelor&rsquo;s degree in Computer Science, Electrical Engineering, or related field.</li><li>Experience: Usually 5&ndash;8+ years in telephony or contact center engineering.</li><li>Certifications: CCNP (Collaboration), Azure Solutions Architect, or specific CCaaS platform certifications.</li></ul>Pay: $25.00 - $40.26 per hourWork Location: Remote

Senior Call Center Engineer (Lead/Senior Specialist)

Join Fusion Global Solutions LLC and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Fusion Global Solutions LLC

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Senior Call Center Engineer (Lead/Senior Specialist)