"Senior Contact Center Developer"

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.
• Strong problem-solving, debugging, and analytical skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Self-starter with the ability to work independently in a fast-paced, remote environment.
• Strong documentation skills and attention to detail.

Education & Experience Requirements

Experience

• Minimum of 5 years' experience in contact center technologies, with 3+ years hands-on experience configuring and optimizing enterprise contact center solutions.
• Experience integrating contact center platforms with Salesforce or other CRM platforms.
• Deep knowledge of cloud-based contact center architecture, APIs, IVR/Studio tools, and dialer campaigns.
• Proven ability to analyze business requirements and translate them into scalable technical designs.
• Familiarity with call center operations, KPIs, and workforce optimization tools.

Preferred Experience Requirements

Education

• Bachelor's Degree

Experience

• Industry certifications in contact center platforms and/or Salesforce

All submissions should include a cover letter and resume.

Benefits Package Highlights

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range

$160,000.00 - $170,400.00