Contact Center Application Engineer AspectIntradiem

The Contact Center Application Engineer delivers advanced engineering and operational support for Aspect and Intradiem platforms across the enterprise contact center environment. This hands-on full-time employment role requires technical expertise in Aspect Workforce Management (WFM) Aspect Gamification Aspect League and Intradiem real-time automation. The ideal candidate will have a proven history of supporting integrating and optimizing complex Aspect environmentsincluding both on-premises and cloud/tenant-hosted deploymentsand will demonstrate leadership in incident response platform upgrades migrations and cross-system integrations.

Key Responsibilities

Application Engineering Support & Monitoring

• Proactively monitor and perform advanced daily health checks for all Aspect and Intradiem applications including WFM Gamification League and reporting modules.
• Diagnose and resolve complex production issues impacting scheduling forecasting real-time adherence gamification agent engagement integrations or intraday workforce automation.
• Lead escalation and coordination with vendors/internal teams to ensure timely high-quality resolution of system incidents and outages.

Change Execution Integration & Problem Management

• Plan execute and document system changes configuration updates release deployments and complex integrationsmaintaining strict change-control discipline security compliance and auditability.
• Lead and participate in upgrades migrations (on-prem to cloud/tenant or tenant to tenant) and integrations for Aspect WFM Gamification League and related modules.
• Conduct root-cause analysis and drive remediation for recurring or high-impact issues leveraging data from all Aspect and Intradiem modules.

Collaboration & Stakeholder Engagement

• Partner with internal developers solution architects and external vendors to optimize the workforce management ecosystem including integrations to telephony reporting agent performance and AI-powered tools.
• Provide technical knowledge transfer and detailed documentation for Level 1/2 support staff.
• Communicate technical status risks and solution recommendations to engineering leadership and business stakeholders.

Technology Ownership

• Serve as subject matter expert (SME) and primary technical owner for Aspect Workforce Management Aspect Gamification and Aspect League applications ensuring optimal configuration utilization data integrity integrations and security.
• Manage user access role-based permissions and audit controls for all Aspect modules.
• Develop and maintain automation scripts custom reports dashboards and integrations for workforce optimization and agent engagement.
• Stay current on Aspect platform enhancements best practices cloud migration strategies and new feature adoption.

Qualifications :

Required Qualifications

• 8 years of IT support or operations engineering experience with a strong focus on contact center workforce management and automation technologies.
• 6 years of direct hands-on experience supporting integrating and engineering:
  • Aspect Workforce Management (scheduling forecasting reporting integrations) including both on-prem and cloud/tenant-hosted environments.
  •  Aspect Gamification and Aspect League (configuration deployment agent engagement analytics integrations).
  • Intradiem (real-time automation intraday management platform integrations).
• Demonstrated expertise with production enterprise environments incident response change execution system upgrades migrations and integrations.
• Experience managing incidents executing controlled changes supporting major deployments and performing integrations with telephony CRM and reporting platforms.
• Advanced troubleshooting root-cause analysis and problem-solving skills in high-availability regulated environments.

Preferred Qualifications

• Prior or current experience with Aspect Gamification and Aspect League configuration support integrations and agent engagement analytics.
• Experience leading or supporting Aspect platform migrations (on-prem to cloud/tenant tenant to tenant).
• Experience developing or maintaining automation scripts custom reports dashboards and integrations for Aspect WFM Gamification and League modules.
• Understanding of workforce management best practices real-time adherence monitoring scheduling optimization and system integrations.
• Familiarity with integration of WFM tools to telephony call routing AI/analytics and reporting systems.
• Strong written documentation skills for runbooks SOPs and technical reference material.
• Excellent verbal and written communication skills for collaboration across technical and business teams.
• Self-motivated continuous learner staying current on Aspect product developments workforce management trends cloud transformation and emerging automation tools.

Additional Information :

• This role requires evening and weekend on-call support participation.
• The team member will support major incident bridges and collaborate in high-urgency scenarios.
• Initial engagement will focus on Aspect Workforce Management Aspect Gamification Aspect League integrations and Intradiem automation with potential expansion into broader contact center transformation initiatives.

Remote Work :

No

Employment Type :

Full-time