Lead Contact Center Engineer

Lead Call Center Engineer (NICE CXone or Five9)

Optomi, in partnership with a leader within the financial industry, is seeking an experienced Lead Call Center Engineer to join their Baltimore, MA, Charlotte, NC, Irving, TX, or Evansville, IN office! This role is seeking a professional to support the expansion and transformation of the telephony environment. This role is focused on driving the migration to from on –prem to a cloud-based platform. The ideal candidate will have experience with NICE CXone or Five9, strong integration capabilities, and a passion for building scalable, customer-focused communication solutions.

What the right candidate will enjoy!

• The opportunity to work on highly visible projects within a multi-million-dollar company!
• Highly competitive pay and growth opportunities!
• Company culture is based on integrity, respect, accountability, and excellence!

Experience of the right candidate:

• 9–10 years of overall relevant experience in contact center engineering or related fields.
• Hands-on experience with Avaya or Alvaria platforms.
• Strong working knowledge of NiceCX or Five9 cloud contact center solutions.
• Proven experience with migrating on-premise contact center infrastructure to cloud platforms (NiceCX or Five9 preferred).
• Proficiency in at least one programming language such as Java or Python for integration and automation tasks; familiarity with APIs and scripting is essential.
• Solid understanding of system integration workflows, especially between contact center platforms and CRMs or internal tools.
• Exposure to AI-driven contact center features (such as virtual agents or sentiment analysis) is a plus, though not mandatory.
• Ability to train and guide others based on existing tools and processes is highly desirable.

Responsibilities of the right candidate:

• Support a large-scale contact center environment with 6,000 users across 1,400 branches, including 600 on-campus agents spread across 6 call centers.
• Minimal travel required; majority of work will be performed at a single primary location.
• Participate in quarterly workshops or on-site meetings at different locations as needed to support training, integration, or strategic planning initiatives.
• Support ongoing optimization and feature enablement, including light AI capabilities.
• Support the expansion of the telephony team by playing a key role in the implementation of a new cloud-based contact center solution (NiceCX or Five9).
• Collaborate on the proof of concept for the new telephony platform and assist in evaluating and piloting solutions
• Lead or assist with the migration of call recording systems, which is a top priority for the current year.
• Support ongoing integration work between contact center platforms, CRMs, and internal systems using programming skills (Java, Python, or other scripting languages).
• Collaborate closely with a team of 6–7 engineers currently working across multiple platforms to ensure smooth knowledge transfer and system continuity.