Lead Engineer - CCaaS Operations

Lead Engineer

• CCaaS Operations at MAXIMUS in Boise, Idaho, United States Job Description Maximus is currently seeking a Lead Engineer
• CCaaS Operations.

As a member of the Maximus Contact Center CX team, the Lead Engineer should be able to configure, troubleshoot and support Contact Center as a Service, TTY and Fax solutions that make up the Contact Center environment at Maximus. The Lead Engineer will serve in a technical role and interact with others on the Contact Center team, other IT resources, internal Business, external Clients, and various vendors. This is a remote position.

Essential Duties and Responsibilities:

• Lead the design and development of complex software applications from business requirements in collaboration with other team members
• Investigate new solutions, tools, products, and techniques to incorporate into coding standards.
• Troubleshoot complex issues and produce detailed proposals to resolve.
• Support testing and remediate defects
• Guide, coach, and mentor entry and mid-level developers

Essential Duties and Responsibilities:

• Own end-to-end contact center implementation and ongoing support across all phases of the project lifecycle
• Lead design of advanced cloud contact center solutions, including routing, IVR, workforce management, analytics, and reporting, incorporating AI technologies (e.g., Copilot, Amazon Bedrock, Amazon Q in Connect, Kore.ai, Murf.ai)
• Translate complex technical concepts into clear guidance for non-technical stakeholders, clients, and cross-functional IT teams
• Research emerging customer experience and conversational AI technologies; evaluate tools and contribute to continuous improvement of solution offerings
• Analyze existing and new voice/data network environments and recommend scalable, resilient solutions
• Gather, assess, and document technical requirements in support of business needs and RFP responses
• Develop unit and integration test scenarios aligned with system requirements and evolving business processes
• Troubleshoot, maintain, and upgrade contact center and supporting systems; proactively identify and resolve issues
• Adhere to implementation standards, change control processes, and internal documentation practices
• Communicate status, risks, and issues in a timely manner and collaborate with leadership to ensure on-time delivery
• Support change management activities and create or update required technical and process artifacts
• Participate in off-hours support as needed for critical incidents or outages
• Perform additional duties as assigne

Job Posting:

JC291592530

Posted On:

May 09, 2026

Updated On:

May 09, 2026