Contact Center Application Engineer - Aspect/Intradiem
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 environments—including both on-premises and cloud/tenant-hosted deployments—and 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 integrations—maintaining 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.