Senior Contact Center Developer

Senior Contact Center Developer

Customer Relations - IT

US Exempt Regular

Full time

Stateside Exempt 4.3

Location: Adelphi, MD (Hybrid)

Summary: 

As a Senior Contact Center Developer, you will serve as the organization’s primary expert in cloud-based contact center architecture, configuration, and integration. You will work hands-on to design, develop, and optimize voice and digital interaction solutions that align with business needs, ensuring reliability, scalability, and a seamless customer experience. You will partner closely with cross-functional teams, including Salesforce, CRM, IT, and support operations, to implement best practices and integrate contact center platforms with systems such as Salesforce Omni-Channel.  

This role requires deep technical expertise in contact center technologies, strong communication skills, and a solutions-oriented mindset to ensure capabilities are optimized and aligned with business priorities. You will focus on delivering high-quality voice and digital channel experiences while driving automation and innovation. 

Duties and Responsibilities: 

SOLUTION ARCHITECTURE

• Architect and implement cloud-based contact center solutions for inbound, outbound, and blended interaction flows to support customer service and outreach operations.  

• Design and document scalable, resilient, and secure voice and digital interaction architecture, including IVRs, call/chat routing, CTI integrations, and agent experiences.  

• Serve as a subject matter expert in contact center technology, advising internal teams on capabilities, constraints, and roadmap planning.  

• Integrate contact center platforms with Salesforce Omni-Channel, leveraging APIs, Web Services, and Salesforce Open CTI.  

• Define routing profiles, queues, dispositions, and skill-based routing frameworks aligned with business goals.  

SYSTEM CONFIGURATION & DEPLOYMENT

• Build and maintain call and interaction flows using studio and designer tools provided by the contact center platform.  

• Configure and optimize campaigns, workflows, lists, and dialing strategies (Predictive, Power, Progressive, Preview).  

• Manage user profiles, permissions, call recordings, and quality monitoring settings.  

• Troubleshoot complex issues and collaborate with platform support to resolve incidents.  

• Conduct user acceptance testing (UAT) and validate configurations in sandbox environments before deployment.  

DOCUMENTATION & ENABLEMENT

• Maintain detailed documentation of call and interaction flows, configuration, architecture decisions, and integration patterns.  

• Develop training materials and conduct enablement sessions for support and administrative teams.  

• Ensure documentation is maintained in alignment with security, compliance, and audit requirements.  

CONTINUOUS IMPROVEMENT

• Monitor system performance and analytics, identifying opportunities for automation, efficiency, and improved experience.  

• Stay current with platform releases and industry best practices to recommend enhancements.  

• Partner with business teams to gather feedback and continuously refine workflows. 

Skills: 

• Expertise in cloud contact center platforms, including integrations, IVR, and CTI.  

• Strong understanding of voice networking, SIP, and telephony concepts.  

• Familiarity with Omni-Channel and CTI configuration in Salesforce.