{"id":2184382,"url":"https://alion.io/job/inspyr-solutions-website-contact-center-application-engineer","title":"Contact Center Application Engineer","company":{"id":3872763,"name":"INSPYR Solutions","domain":"inspyrsolutions.com","url":"https://alion.io/company/inspyr-solutions","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":{"grade":"B","score":75,"open_postings":133,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Westmont, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":75000,"max_usd":142000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":5966},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Amazon S3","optional":false},{"name":"API Gateway","optional":false},{"name":"AWS","optional":false},{"name":"AWS Lambda","optional":false},{"name":"Azure","optional":false},{"name":"CI/CD","optional":false},{"name":"ITIL","optional":false},{"name":"JavaScript","optional":false},{"name":"LangChain","optional":false},{"name":"LLM","optional":false},{"name":"Node JS","optional":false},{"name":"OpenAI","optional":false},{"name":"Power BI","optional":false},{"name":"PowerShell","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Python","optional":false},{"name":"RAG","optional":false},{"name":"Rest API","optional":false},{"name":"Semantic Kernel","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Tableau","optional":false},{"name":"WebRTC","optional":false}],"status":"live","first_seen_at":"2026-09-14T00:00:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-10T23:38:38Z","board_verified":false,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":37},"description":"Title: Genesys Contact Center Application Engineer\nLocation: Hybrid (1 day onsite) - McKinney, TX or Westmont, IL\nDuration: Contract to hire\nWork Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.\nJob Summary:\nWe are seeking an experienced Genesys Contact Center Applications Engineer to join our growing IT team. In this role, you will be responsible for designing, building, and maintaining our cloud contact center platform with a primary focus on Genesys Cloud CX to ensure an exceptional customer and agent experience across voice, digital, and self-service channels.\nCore Responsibilities:\nDesign, build, and maintain Genesys Cloud CX Architect call flows, IVRs, in-queue flows, callback flows, and digital messaging flows that align with business and customer experience goals.\nDevelop and maintain API integrations between Genesys Cloud CX and internal/external systems (CRM, scheduling, ticketing, data warehouse, AI services) using Genesys Cloud APIs, Data Actions, AWS Lambda, and webhooks.\nBuild and tune bots and virtual agents - including Genesys Dialog Engine Bot Flows, Google Dialogflow CX, Amazon Lex, and Azure-based bots - for voice and digital self-service.\nCreate and maintain contact center reporting and dashboards using Genesys Cloud Performance views, Analytics APIs, and BI tools (e.g., Power BI) to surface KPIs for operations and leadership.\nLead the design and implementation of an internal Company’s contact center AI agent (LLM-based) leveraging Azure OpenAI / Azure AI Foundry, retrieval-augmented generation (RAG), and integration with Genesys Cloud CX.\nDevelop automation for routine contact center operations - agent provisioning, queue/skill management, prompt management, configuration deployment, and quality monitoring - using scripting and CI/CD practices.\nPartner with the Phone Team and Service Desk to troubleshoot complex voice, routing, and integration issues across SIP, WebRTC, SBC, and carrier paths.\nSupport change management, release planning, and documentation for all contact center applications, integrations, and AI components.\nCollaborate with Security, Compliance, and Infrastructure teams to ensure all integrations meet PCI, PII, and data-handling requirements (including conditional access, secrets management, and logging).\nJob Requirements:\nBachelor's degree in Computer Science, Information Technology, or a related field.\nAt least 5 years of experience in contact center application engineering, telephony/CCaaS engineering, or a related field.\nStrong hands-on experience with Genesys Cloud CX, including Architect flows (inbound, outbound, in-queue, callback, digital), Data Actions, OAuth clients, and Admin configuration.\nProven experience designing and implementing API integrations (REST/JSON, OAuth 2.0) between Genesys Cloud CX and systems such as Dynamics 365, ServiceNow, or custom applications.\nExperience building bots / virtual agents (Genesys Bot Flows, Dialogflow CX, Amazon Lex, or equivalent) and tuning intents, entities, and conversation design.\nExperience building reports and dashboards using Genesys Analytics APIs, Performance/Interaction views, and BI tools (Power BI, Tableau, or similar).\nAI/ML experience required, including hands-on work with large language models (LLMs), prompt engineering, RAG, and frameworks such as Azure OpenAI / Azure AI Foundry, OpenAI, LangChain, or Semantic Kernel.\nSolid scripting/development skills - PowerShell, Python, JavaScript/Node.js - for automation and integration work.\nFamiliarity with cloud platforms, especially Microsoft Azure (Functions, Logic Apps, Key Vault, API Management) and/or AWS (Lambda, S3, API Gateway).\nWorking knowledge of SIP, WebRTC, SBCs, codecs, and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues.\nStrong understanding of contact center KPIs (AHT, ASA, FCR, CSAT, abandonment, occupancy) and how to design flows and reports that influence them.\nFamiliarity with ITIL frameworks and structured change management processes.\nStrong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders.\nAbility to work independently and as part of a team, manage multiple projects, and prioritize effectively.\nParticipate in maintenance activities during and after business hours on weekdays and weekends based on business need.\nAttend meetings or working sessions onsite at any of our Company locations, including corporate buildings.\nDesirable Skills:\nExperience with Network Automation and Orchestration\nFamiliarity with Cloud Networking and Virtualization\nExperience with intrusion detection and prevention systems, vulnerability scanners, and endpoint protection\nStrong communication and leadership skills to manage projects, mentor junior staff, and collaborate effectively with other teams.\nAbility to work under pressure and handle multiple tasks simultaneously can also be an advantage.\nAbout INSPYR Solutions\nTechnology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.\nINSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected status. INSPYR Solutions complies with all applicable laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants requiring reasonable accommodation during the application or interview process should contact  for assistance.\nInformation collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions' Privacy Policy and INSPYR Solutions' AI and Automated Employment Decision Tool Policy: https://www.inspyrsolutions.com/policies/. 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