Contact Center Engineer

Job description

About Our Company We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world. Job Description Contact Center Engineer is responsible for the design, implementation, integration, and continual enhancement of enterprise contact center technologies. This role serves as a subject matter expert for Cisco Contact Center platforms, conversational AI solutions, voice biometrics and fraud detection, and related customer experience technologies. Key Responsibilities Design, implement, and support Cisco Contact Center solutions including Unified Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), Google Dialogflow CX, and Webex Contact Center. Partner directly with business stakeholders to gather requirements, analyze customer experience needs, and translate business objectives into technical contact center solutions. Design and implement IVR, self-service, routing, and customer engagement solutions utilizing Cisco contact center technologies, Google Dialogflow CX, and voice biometrics and fraud detection technologies. Design, implement, and support conversational AI and deterministic routing solutions utilizing Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms. Develop and maintain integrations between contact center platforms and enterprise systems, including CRM, authentication, customer data, fraud prevention, and third-party digital engagement solutions. Collaborate with application development teams, architects, and vendors to design and deploy customer experience enhancements and contact center modernization initiatives. Support migration and transformation efforts from traditional IVR technologies to AI-driven conversational experiences and intelligent virtual agents. Deploy and optimize voice biometrics, fraud detection, authentication, and caller verification technologies for calling and contact center environments. Participate in testing, validation, deployment planning, and production readiness activities for new contact center capabilities and enhancements. Provide technical expertise across contact center technologies, IVR design, and customer experience best practices. Required Qualifications Bachelor's degree in computer science, Information Technology, Engineering, or equivalent experience. 5+ years of experience supporting and engineering Cisco Contact Center solutions. Strong hands-on experience with Cisco UCCE and/or PCCE environments. Experience with Cisco Customer Voice Portal (CVP) and VXML-based IVR applications. Experience with voice authentication, fraud detection, and voice biometrics platforms. Experience with Webex Contact Center administration, implementation, or architecture. Experience integrating contact center platforms and enterprise applications using REST APIs, JSON, authentication mechanisms, and related integration technologies. Strong working knowledge of SQL for reporting, data analysis, troubleshooting, and validation of contact center and customer experience solutions. Experience utilizing scripting and web technologies, including Python, PowerShell, JavaScript, and HTML, to support contact center automation, customization, administration, and operational efficiency initiatives. Experience gathering business requirements and translating them into technical designs and deliverable solutions. Hands-on experience with Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms. Strong understanding of call routing strategies, self-service design, and customer journey optimization. Strong troubleshooting, analytical, and problem-solving skills. Ability to communicate effectively with both technical and non-technical stakeholders. Preferred Qualifications Experience designing and supporting enterprise contact center deployments. Experience with Cisco Finesse and gadget creation and customization. Experience integrating CRM platforms such as Salesforce or custom enterprise applications. Familiarity with cloud contact center platforms and hybrid contact center architectures. Base Pay Salary The estimated base salary for this role is $120,000 - $147,000 / year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurance. Full-Time/Part-Time Full time Exempt/Non-Exempt Exempt Job Family Group Technology Line of Business TECH Technology Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, military status, veteran status, genetic information, citizenship, disability status, marital status, family status or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.