Job Details

Role: Voice Collaboration Engineer

Duration: 6 Months Contract

Location: San Diego, CA (Remote is ok)

Position Overview:

• We are seeking a highly skilled Voice Collaboration Engineer with deep expertise in Unified Communications, UCaaS (Unified Communications as a Service), Amazon Connect, and contact center technologies.
• This role will be responsible for designing, implementing, and supporting enterprise voice and collaboration solutions, with a strong focus on IVR scripting, call flow development, call center integrations, on prem UC and UCaaS platforms.
• The ideal candidate will have a strong technical foundation in voice and collaboration technologies, hands-on experience in IVR scripting, and a proven ability to work with cross-functional teams to deliver seamless communication solutions.

• Design, configure, and maintain UCaaS solutions and Amazon Connect call flows to support enterprise and contact center environments.
• Develop, implement, and test IVR scripts (using Amazon Lex, Lambda, or similar) to optimize customer self-service and call routing.
• Troubleshoot and resolve issues across voice infrastructure.
• Integrate Amazon Connect with enterprise applications, CRMs, reporting systems, and workforce management tools.
• Collaborate with business units to gather requirements and translate them into technical call flows and voice solutions.
• Monitor system performance, analyze call metrics, and implement improvements to meet SLA and CSAT goals.
• Partner with vendors and internal teams to manage upgrades, migrations, and new deployments.
• Create documentation, knowledge articles, and runbooks for ongoing support.

• 5+ years of experience in Voice Collaboration Engineering or similar roles.
• Hands-on experience with Amazon Connect (call flow design, CTR/S3 data, Lambda integration, IVR scripting).
• Strong knowledge of UCaaS platforms (Cisco Webex Calling, MS Teams Voice, Zoom Phone, or similar).
• Expertise in IVR design and scripting using tools such as Amazon Lex, Node.js, Lambda, or equivalent.
• Strong background in call center environments, including workforce optimization, reporting, and dashboards.
• Proficiency in troubleshooting complex voice issues, including protocol analysis and log review.

• Amazon Web Services (AWS Certified Advanced Networking or AWS Certified Developer - Associate) certifications.
• Cisco Collaboration or CCNP Collaboration certifications.
• Experience with workforce engagement management (WEM), quality management, or NICE integrations.
• Familiarity with automation scripting (Python, PowerShell, or similar).
• Experience with ITIL processes (Incident, Change, Problem Management).

• Strong communication and collaboration skills, with the ability to work effectively across technical and non-technical teams.
• Excellent problem-solving and analytical thinking abilities.
• Ability to manage multiple projects in a fast-paced environment.
• Customer-focused mindset with an emphasis on reliability and service excellence.