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.