Contact Center Engineer

Position Summary

The Senior CCaaS engineer at The Aspen Group (TAG) is responsible for the technical management and hands-on support of the organization's CCaaS platform and related integrated applications across more than 1,400 locations. This role focuses on requirement gathering, design, development, and maintenance of CCaaS call flows, supporting AI telephony solutions, and ensuring seamless communication systems using RingCentral and Nice CXone.

Key Responsibilities

Telecommunication Management

• Participate as a member of a CCaaS team supporting business needs.
• Configure the TAG Nice platform, including creation, modification, and development of scripts for IVR functions.
• Implement system integration and API connections to achieve operational efficiencies.
• Represent the Telecomm Team to business stakeholders for both project and BAU work.
• Develop, confirm, and translate CCaaS needs into action plans, including cost estimates and timelines.
• Design and develop automation solutions to enhance the TAG contact center environment.
• Maintain all required documentation, including licensing and capacity management.

Strategic Contribution

• Assist in developing and executing contact center strategies aligned with organizational goals.
• Stay current with industry trends, such as IVR and AI, to enhance telecom capabilities.
• Manage licensing to optimize investment and automate routine needs for the TAG Service Desk.

Vendor and Budget Collaboration

• Collaborate with vendors to support the implementation and troubleshooting of telecom systems.
• Assist with telecom budgeting to ensure cost-effective solutions and resource optimization.

Security and Compliance

• Ensure telecom systems adhere to industry security standards and regulatory requirements.
• Implement technical measures to protect telecom infrastructure and ensure data integrity.

Project Management

• Support telecom projects involving IVR and AI solutions, ensuring successful delivery within scope, time, and budget.

Skills and Qualifications

• Core Skills: Telephony, Nice CXone, IVR, call center operations, call center reporting, Office 365.
• Preferred Attributes: Energetic, results-driven, critical thinker, and highly collaborative.
• Experience: Ability to drive initiatives with low oversight; experience with ITIL or similar ITSM frameworks preferred. Experience in a multi-location, multi-brand organization is a plus.

Job Details

• Type: Contract
• Location: Chicago, IL (Fully Remote)
• Pay Range: $65.00 - $75.00/hr
• Application Deadline: June 16, 2026

Benefits

If eligible, benefits may include:

• Medical, dental, and vision insurance
• 401(k) Retirement Plan (Pre-tax and Roth)
• Life Insurance, Short/Long-term disability
• Health Spending Account (HSA)
• Employee Assistance Program
• Paid Time Off (PTO/Vacation/Sick Leave)

About TEKsystems

TEKsystems is a leading provider of business and technology services, helping clients activate ideas and solutions. We are an equal opportunity employer.