Lead Contact Center Technology Engineer (Fintech)

Location: Onsite at Center Valley, PA (preferred), Atlanta, GA, Tampa, FL, Las Vegas, NV, or Toronto, Ontario, Canada

Company

hirify.global provides commerce-enabling payment technology and powers transactions for businesses across multiple industries.

What you will do

• Lead the technical direction of contact center platforms, including IVR, routing, digital channels, automation, and AI-enabled customer experiences.
• Design, build, maintain, and administer IVR workflows, routing logic, integrations, automation, and digital customer journeys.
• Implement and support voice, messaging, chat, and other customer engagement channels.
• Lead platform enhancements, migrations, acquisition integrations, and strategic technology initiatives.
• Evaluate and implement conversational AI, agent assist, chatbots, and workflow automation to improve self-service and operational efficiency.
• Partner with Technology, Product, Operations, Data, and Customer Experience teams on governance, roadmap planning, and global platform standardization.

Requirements

• 7+ years of experience in contact center technology, CCaaS platforms, or related customer experience technologies.
• Hands-on expertise with enterprise CCaaS platforms such as NICE CXone, Genesys, Five9, Talkdesk, Amazon Connect, or similar solutions.
• Strong knowledge of IVR design, routing strategies, platform scripting, workflow automation, digital channels, integrations, APIs, and enterprise architecture.
• Experience as a technical lead, architect, or senior engineer in complex enterprise environments, including production operations and project delivery.
• Experience implementing conversational AI, agent assist, chatbots, workflow automation, or similar customer experience technologies.
• Ability to work onsite at one of the listed hirify.global locations.

Nice to have

• Experience with NICE CXone Studio, Cognigy, NICE CXone AI, Omilia, Google CCAI, Amazon Lex, Microsoft Copilot Studio, or comparable platforms.
• Experience with WhatsApp, SMS, web chat, or other digital engagement channels.
• Familiarity with LLMs, retrieval-augmented generation, prompt engineering, or AI orchestration.
• Experience with CCaaS migrations, platform consolidations, acquisition integrations, or global contact center operations.
• Background in fintech, payments, SaaS, or other highly regulated industries.

Culture & Benefits

• Hands-on technical leadership within a global commerce and payments technology environment.
• Collaboration across Technology, Product, Operations, Data, and Customer Experience functions.
• Opportunities to shape contact center platform strategy, AI adoption, and technology roadmaps.
• Exposure to global expansion, platform standardization, and acquisition integration initiatives.