Senior Voice and Contact Center Developer (ID#5404)

We are seeking a Senior Voice & Contact Center Solutions Developer to support the design, development, implementation, and ongoing enhancement of enterprise voice and AI-powered contact center solutions. This is a contract and hybrid role, no exceptions.

The successful candidate will possess strong experience in cloud-based contact center platforms, voice technologies, conversational AI, and systems integration. This role is responsible for developing and supporting scalable voice-enabled solutions that improve customer experience, enhance accessibility, streamline business operations, and support evolving organizational requirements.

Responsibilities and Deliverables

• Provide ongoing operational and technical support for enterprise contact center environments
• Design, develop, configure, and maintain cloud-based voice and contact center solutions
• Develop and enhance IVR call flows, routing logic, call handlers, and voice automation workflows
• Contribute to the development and sustainability of custom applications, integrations, and supporting code for contact center solutions
• Assess and implement AI-powered voice technologies, conversational AI, virtual agents, and intelligent call routing solutions
• Integrate contact center platforms with enterprise systems, applications, and APIs
• Collaborate with business stakeholders and technical teams to gather requirements and define future-state solutions
• Lead customer workshops and focus groups to assess operational and technical requirements
• Participate in architecture reviews, market assessments, and technology evaluations related to voice and contact center platforms
• Support solution design documentation, revisions, privacy assessments, and related governance requirements
• Provide technical leadership, guidance, and knowledge transfer to operational support teams and business users
• Support implementation, transition, change management, and post-implementation activities for contact center solutions
• Monitor system performance, operational metrics, and KPIs to support continuous improvement initiatives
• Collaborate with vendors and third-party providers to support integrated voice and contact center environments
• Ensure solutions align with organizational security, compliance, privacy, and operational standards

Mandatory Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or related STEM discipline, or equivalent combination of education and experience
• 7+ years of experience designing, developing, implementing, and supporting enterprise voice or contact center solutions
• Experience working with cloud-based contact center platforms such as Five9 or similar enterprise technologies
• Experience developing and deploying AI-powered contact center solutions including conversational AI, virtual agents, speech analytics, call transcription, and intelligent call routing
• Experience designing and implementing IVR systems, call flows, routing strategies, and omnichannel customer engagement solutions
• Experience integrating enterprise applications and platforms using REST APIs, JSON, web services, middleware technologies, and related integration methods
• Experience supporting enterprise voice solutions and cloud-based communication platforms
• Strong understanding of contact center operations, voice technologies, and customer experience best practices
• Experience working with CRM and enterprise integrations such as Salesforce, Microsoft Dynamics, ServiceNow, or similar platforms
• Working knowledge of technologies such as JavaScript, Node.js, Python, SQL, or other scripting/programming languages used for automation and integration development
• Experience working with cloud technologies and services such as Microsoft Azure or AWS
• Understanding of authentication, security, and compliance technologies including SSO, SAML, OAuth, RBAC, and privacy/security best practices
• Excellent communication, stakeholder engagement, and cross-functional collaboration skills
• Strong analytical, organizational, and problem-solving capabilities
• Experience supporting user training, change management, operational transition, and post-implementation support activities
• Demonstrated ability to manage multiple priorities and deliver solutions in complex enterprise environments
• Commitment to continuous improvement and operational excellence

Preferred Qualifications

• Experience supporting public sector or large enterprise environments
• Experience with AI-assisted customer service technologies and contact center analytics
• Experience participating in technology evaluations, architecture reviews, and vendor assessments
• Experience with accessibility-focused technology solutions and customer experience optimization
• Relevant certifications related to contact center technologies, cloud platforms, AI technologies, or enterprise architecture