Job Title: Contact Center Plaform Engineer / CCaaS-UCaaS Developer

Location: Lewisville, TX (Onsite/Hybrid)

Job Type: Ongoing Contract

Work Authorization: US Citizens, Green Card Holders, or those Authorized to Work in the U.S.

Job Summary

We are seeking a technically skilled Telecom Developer/Architect to join our team and manage dialer operations for a growing contact center. This individual contributor role will be the primary go-to resource for telecom development and administration, supporting a 24×7 environment with a focus on production stability, platform optimization, and seamless execution of client-facing communication channels.

Key Responsibilities:

• Manage existing call flows and ensure smooth operation across multiple communication channels (omnichannel).

• Develop, optimize, and maintain dialer scripts, call routing logic, and advanced campaign implementations using APIs and scripting.

• Act as vendor liaison and escalate issues beyond Level 1 support as needed.

• Ensure the contact center runs efficiently; production issues are the top priority.

• Participate in both routine “run, add, move, change” tasks (~20–30% of time) and project work including new implementations, feature enhancements, and platform optimization.

• Support two primary lines of business: collision and glass.

• Integrate with CRM systems (experience preferred but not required).

• Contribute to platform assessment and consolidation initiatives, supporting strategic alignment by year-end.

• Be on-call for critical incidents to maintain 24×7 operational readiness.

Technical Requirements & Experience:

• Strong experience with NICE products is a standout.

• Familiarity with LiveVox dialer and SmartReach (formerly recognized under a different name).

• Experience with call flow scripting, call routing logic, third-party integrations, and advanced campaign implementations.

• Solid technical backbone and ability to work independently.

• Previous exposure to CRM integration is desirable.

Team & Environment:

• Individual contributor role; will serve as the primary technical resource following the departure of Scott Hodges.

• Contact center currently supports ~300 seats, expected to grow by year-end.

• Works closely with both Sales and Delivery to ensure alignment and operational excellence.

Key Responsibilities

CXOne Omnichannel Platform (Digital):

• Lead configuration, customization, and ongoing support of CXOne for multiple business teams including Customer Service, HR, IT Service Desk, Caliber Auto Glass, and Protech.

• Create, maintain, and manage Studio, IVR, Queue, API development, UI administration, reporting, and call/screen recording.

• Partner with integration vendors such as Observe AI, Cognigy, and Omega for seamless two-way communication between services.

8×8 Platform Management:

• Manage 8×8 for 1800+ centers nationwide, including Auto Attendants, Ring Groups, PBX, analytics, new user/site setups, and terminations.

• Consolidate PBX systems from 1000+ to 200, improving reporting and maintenance processes.

• Migrate users to SSO logins ensuring seamless access across all sites.

• Troubleshoot Polycom phones, perform firmware updates, and generate detailed reports.

• Optimize user maintenance and ticket resolution for efficiency within the 8×8 suite.

3rd Party Integrations:

• Develop and maintain inbound/outbound integrations with external systems.

• Implement CRM integrations to streamline workflows and data sharing.

• Monthly reconciliation of partner invoices to ensure correct billing.

Callflow Design & Development:

• Build connected workflows with automation, actions, and writeback capabilities.

• Maintain and troubleshoot complex routing, IVR designs, and omni-channel communication flows.

Dialer Management:

• Configure, optimize, and support Personal Connection Dialer and SmartReach Dialer.

Platform Administration & Support:

• Administer and support the UCaaS/CCaaS environment servicing 12,000+ users, 1,800+ locations, and a 300-seat contact center.

• Perform adds, moves, changes, troubleshoot issues, and ensure platform uptime.

• Collaborate with internal stakeholders to assess business needs and recommend enhancements.

• Work with vendors and partners for maintenance, upgrades, and technical support.

• Build and manage dashboards, monitoring, and reporting tools.

• Maintain detailed technical documentation and change records.

Required Skills & Qualifications

• 3–5+ years of hands-on CCaaS/UCaaS administration & development experience in large-scale enterprise environments.

• Expert-level proficiency with CXOne Omnichannel Platform (Digital) and 8×8 administration.

• Proven experience with callflow/IVR design and connected workflow automation.

• Hands-on experience with Personal Connection Dialer and SmartReach Dialer.

• Strong knowledge of inbound/outbound integrations, especially with CRM platforms.

• Familiarity with NICE WFM, Observe.ai, Cognigy, or similar tools is a plus.

• Understanding of networking fundamentals and Azure Active Directory concepts.

• Excellent troubleshooting, documentation, and communication skills.

• Ability to work in fast-paced, collaborative environments and manage multiple priorities.

Education

Bachelor’s degree in Computer Science, Information Systems, or related field, OR equivalent hands-on experience.

Benefits

• Comprehensive medical benefits

• Competitive pay

• 401(k) retirement plan

• Bonus opportunities

• And more

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Learn more at inspyrsolutions.com.

Equal Opportunity Employer – INSPYR Solutions provides EEO to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.

25-15449