This is a senior technical role on Maximus’ Contact Center CX team. You’ll lead cloud contact center implementations end to end, then support troubleshooting, upgrades, and continuous improvement across CCaaS + TTY + Fax.
About Maximus
Maximus supports public sector programs and operates large-scale contact center environments for internal business and government clients.
Schedule
- Full-time
- Remote (USA)
- Off-hours support as needed for critical incidents/outages
- Must be able to obtain Public Trust clearance (Federal Civilian/DoD eligibility)
What You’ll Do
- Own end-to-end contact center implementation and ongoing support across the project lifecycle
- Lead design of cloud contact center solutions: routing, IVR, workforce management, analytics, reporting, and AI capabilities
- Translate technical concepts for non-technical stakeholders and cross-functional teams
- Research emerging CX and conversational AI tools and contribute to solution improvements
- Analyze voice/data networks and recommend scalable, resilient solutions
- Gather, assess, and document technical requirements (including for RFP responses)
- Develop unit and integration test scenarios aligned with requirements and business processes
- Troubleshoot, maintain, and upgrade contact center and supporting systems
- Follow implementation standards, change control, and documentation practices
- Communicate status, risks, and issues and support change management efforts
- Participate in off-hours support as needed
- Mentor and guide entry and mid-level developers/engineers
What You Need
- Bachelor’s degree in a related field (or equivalent education/experience)
- 7–10 years of relevant professional experience
- Experience with cloud contact center platforms (Genesys Cloud CX, Amazon Connect, NICE CXone), including IVR/call flows, routing, WFM, analytics, reporting, and AI capabilities
- Hands-on Amazon Connect design/implementation experience (call flows, Lex bot development, AWS integrations)
- Understanding of generative AI fundamentals and enterprise guardrails
- Strong TCP/IP, SIP, and VoIP experience, including LAN/WAN troubleshooting
- Experience with HTTP, REST APIs, and JSON integrations
- Strong written and verbal communication skills
- Ability to work independently and manage multiple priorities
Preferred
- Software development background (Java, C#, .NET, Python, PHP, web scripting)
- Certifications: Genesys Cloud Certified Professional; AWS Certified Cloud Practitioner
Benefits
- Salary range: $150,000–$200,000/year
- Benefits include health insurance, life/disability insurance, retirement plan, paid holidays, and paid time off
Happy Hunting,
~Two Chicks…