Innova Solutions is immediately hiring for a Sr CCaaS/UCaaS Engineer Position Type: Full Time (Sponsorship Not Offered / No Accommodations for EAD) Duration: Permanent / Not Accepting Corp to Corp Candidates Location: Hybrid/Remote As an Sr CCaaS/UCaaS Engineer you will: Key Roles and Responsibilities: As a key member of a lean, agile team, you will lead the configuration, integration, and ongoing improvement of our CCaaS and UCaaS platforms—delivering seamless communication tools that power user productivity and customer engagement

Maintain integrations with Salesforce CRM and third-party tools.

Manage user profiles, call routing, and permissions.

Troubleshooting & Support Diagnose and resolve call flow issues, integration problems, and IVR mis-routings.

Address latency, connectivity, and performance concerns. Collaborate with vendors for escalated technical issues.

Reporting & Analytics Create and maintain operational and KPI reports. Analyze agent productivity, adherence, and root causes of service-level failures. Generate ad-hoc reports as needed by management.

Workforce Management (WFM) Collaboration Partner with WFM to optimize scheduling and queue management. Monitor and react to real-time call volume fluctuations. Recommend staffing changes and support intraday adjustments.

Customer Experience (CX) Management Enhance first call resolution, minimize abandonment, and optimize IVR experiences.

Monitor CSAT and agent satisfaction data to inform service strategies. Support service recovery processes post-incident.

Training & Coaching Train agents on system updates and tools. Develop guides, knowledge articles, and host refresher sessions. Provide coaching on analytics/reporting features.

Process Improvement Identify workflow inefficiencies and propose solutions. Improve call routing, escalation paths, and automation opportunities. Lead continuous improvement efforts using feedback and data.

Professional Development Stay informed on CCaaS trends and technology updates. Attend industry events and pursue relevant certifications.

Build and maintain REST API integrations, particularly those connecting CXOne with Salesforce and other CRMs

The ideal candidate will have: Bachelor degree in computer science, system analysis or a related study.

Minimum of 12+ years of enterprise level development and architect level experience in a diverse technical environment with multiple programming languages and software packages

Strong experience with deep working knowledge of:

Verint Ecosystem

Verint QM

Verint WFM

Five9 Ecosystem

Five9 Omnichannel

Five9 Agent Assist

Contact center and Unified Communication technologies

Proficiency in building or managing REST API integrations, especially with CRMs like Salesforce.

Exposure to scripting languages (e.g., JavaScript, SQL) or Salesforce Admin concepts.

Understanding of workforce management, quality monitoring, and reporting tools.

Demonstrated ability to own platform administration and evolution, not just provide support.

Strong communication skills and comfort engaging with non-technical stakeholders.

Candidate must have proficiency in architecting RESTful web services, micro services and web APIs

Candidate must have deep understanding of Application, Data, Infrastructure and security architecture and non-functional aspects like Performance, Scalability, Reliability, Availability

Candidate must have experience with Design, develop, and oversee implementation of end-to-end IT cloud integrated systems.

Experience of working with across multiple interconnect systems. Working across Salesforce, Dynamics365, and ServiceNow and supporting departmental level integrations.

Demonstrated understanding of Agile methods and processes, and capability of supporting agile project teams by providing advice and guidance on opportunities, impact and risks, taking account of technical and architectural debt.

Ensures that all systems are working at optimal levels and offers support to application development department regarding new technologies and system requirements.

Requires a bachelor's degree in Information Technology or Computer Science.

Candidate must have at least 5 years of hands-on skills, and expert proficiency in 2 or more of the UCaaS or CCaaS technology areas.

Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible. We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW. Thank you! Henry L Draper II Lead IT Recruiter 770-255-7916 henry.draper@innovasolutions.com PAY RANGE AND BENEFITS: Pay Range*: $145k-$150k *Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc. Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP). ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields. Recent Recognitions: One of Largest IT Consulting Staffing firms in the USA – Recognized as #4 by Staffing Industry Analysts (SIA 2022)

ClearlyRated® Client Diamond Award Winner (2020)

One of the Largest Certified MBE Companies in the NMSDC Network (2022)

Advanced Tier Services partner with AWS and Gold with MS