"I can succeed as a Senior Contact Center Engineer at Capital Group."The Contact Center Technology team designs, builds, integrates, and supports solutions that enable exceptional customer and associate experiences. In this role, you will deliver strategic initiatives, platform enhancements, and modernization efforts across the full engineering lifecycle. You will translate business outcomes into resilient, scalable technical solutions; build high-quality IVR, routing, digital, integration, and automation capabilities; and produce the documentation and operational readiness needed for reliable support. You will collaborate closely with Product Management, Architecture, Operations, and business stakeholders, applying strong engineering discipline and attention to detail throughout delivery.
Key Responsibilities:- Design, build, test, and implement Contact Center solutions, integrations, and platform enhancements.
- Develop resilient IVR, routing, digital engagement, and automation capabilities aligned with approved technical designs.
- Create and maintain technical documentation, design artifacts, test evidence, and support procedures.
- Partner with Product Management, Architecture, Operations, and business stakeholders throughout design and delivery.
- Contribute to engineering standards, solution quality, operational readiness, and continuous improvement.
"I am the person Capital Group is looking for."- You possess deep expertise in Genesys Cloud CX, including solution design, IVR development, routing, digital channels, integrations, reporting, and platform administration.
- You have experience translating business outcomes into technical designs and delivering scalable, resilient Contact Center solutions, platform enhancements, and enterprise integrations.
- You have strong experience developing and supporting APIs and integrations with enterprise platforms. Experience with NICE WFM, CRM platforms, Intradiem, workforce optimization, and related Contact Center technologies are highly desirable.
- You have hands-on experience with at least two of the following technologies: Java, .NET, Python, REST APIs, automation frameworks, AWS services, and cloud-native architectures.
- You demonstrate exceptional delivery, attention to detail, documentation, testing, troubleshooting, communication, and operational readiness practices.
- You have a bachelor's degree in Computer Science, Engineering, Information Systems, or a related discipline.
- You have 6+ years of software engineering, platform engineering, or technology delivery experience, including significant experience with enterprise Contact Center technologies.
"I can apply in less than 4 minutes." You've reviewed this job posting and you're ready to start the candidate journey with us. Apply now to move to the next step in our recruiting process. If this role isn't what you're looking for, check out our other opportunities and join our talent community.
Southern California Base Salary Range: $141,648-$226,637
San Antonio Base Salary Range: $116,447-$186,315
In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.
You can learn more about our compensation and benefits here.
* Temporary positions in the United States are excluded from the above mentioned compensation and benefit plans.
