Senior Contact Center Engineer

About this job

The Senior Contact Center Platform Engineer, IVA & Automation leads the design, engineering, implementation, optimization, and operational governance of intelligent virtual assistant and contact center automation capabilities across voice and digital channels. This role owns advanced automation patterns within the contact center ecosystem, including conversational IVR, chatbots, voice bots, intelligent routing, agent assist, knowledge-driven self-service, API-enabled transactions, and automation-to-agent handoff experiences. This role works across business, contact center operations, platform engineering, architecture, product, analytics, and vendor teams to deliver scalable, compliant, measurable, and supportable automation capabilities that improve patient, HCP, customer, and agent…

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