Senior Voice and Contact Center Developer

We are seeking a Senior Voice & Contact Center Solutions Developer to support the design, development, implementation, and ongoing enhancement of enterprise voice and AI-powered contact center solutions. This is a contract and hybrid role, no exceptions.
The successful candidate will possess strong experience in cloud-based contact center platforms, voice technologies, conversational AI, and systems integration. This role is responsible for developing and supporting scalable voice-enabled solutions that improve customer experience, enhance accessibility, streamline business operations, and support evolving organizational requirements.
Responsibilities and DeliverablesProvide ongoing operational and technical support for enterprise contact center environmentsDesign, develop, configure, and maintain cloud-based voice and contact center solutionsDevelop and enhance IVR call flows, routing logic, call handlers, and voice automation workflowsContribute to the development and sustainability of custom applications, integrations, and supporting code for contact center solutionsAssess and implement AI-powered voice technologies, conversational AI, virtual agents, and intelligent call routing solutionsIntegrate contact center platforms with enterprise systems, applications, and APIsCollaborate with business stakeholders and technical teams to gather requirements and define future-state solutionsLead customer workshops and focus groups to assess operational and technical requirementsParticipate in architecture reviews, market assessments, and technology evaluations related to voice and contact center platformsSupport solution design documentation, revisions, privacy assessments, and related governance requirementsProvide technical leadership, guidance, and knowledge transfer to operational support teams and business usersSupport implementation, transition, change management, and post-implementation activities for contact center solutionsMonitor system performance, operational metrics, and KPIs to support continuous improvement initiativesCollaborate with vendors and third-party providers to support integrated voice and contact center environmentsEnsure solutions align with organizational security, compliance, privacy, and operational standardsMandatory QualificationsBachelor's degree in Computer Science, Engineering, Information Technology, or related STEM discipline, or equivalent combination of education and experience7+ years of experience designing, developing, implementing, and supporting enterprise voice or contact center solutionsExperience working with cloud-based contact center platforms such as Five9 or similar enterprise technologiesExperience developing and deploying AI-powered contact center solutions including conversational AI, virtual agents, speech analytics, call transcription, and intelligent call routingExperience designing and implementing IVR systems, call flows, routing strategies, and omnichannel customer engagement solutionsExperience integrating enterprise applications and platforms using REST APIs, JSON, web services, middleware technologies, and related integration methodsExperience supporting enterprise voice solutions and cloud-based communication platformsStrong understanding of contact center operations, voice technologies, and customer experience best practicesExperience working with CRM and enterprise integrations such as Salesforce, Microsoft Dynamics, ServiceNow, or similar platformsWorking knowledge of technologies such as JavaScript, Node.js, Python, SQL, or other scripting/programming languages used for automation and integration developmentExperience working with cloud technologies and services such as Microsoft Azure or AWSUnderstanding of authentication, security, and compliance technologies including SSO, SAML, OAuth, RBAC, and privacy/security best practicesExcellent communication, stakeholder engagement, and cross-functional collaboration skillsStrong analytical, organizational, and problem-solving capabilitiesExperience supporting user training, change management, operational transition, and post-implementation support activitiesDemonstrated ability to manage multiple priorities and deliver solutions in complex enterprise environmentsCommitment to continuous improvement and operational excellencePreferred QualificationsExperience supporting public sector or large enterprise environmentsExperience with AI-assisted customer service technologies and contact center analyticsExperience participating in technology evaluations, architecture reviews, and vendor assessmentsExperience with accessibility-focused technology solutions and customer experience optimizationRelevant certifications related to contact center technologies, cloud platforms, AI technologies, or enterprise architecture