The Contact Center Application Engineer will provide engineering and operational support for Aspect and Intradiem technologies within an enterprise environment. This role is responsible for incident response, problem management, and change execution, including evening and weekend support coverage. The right candidate will collaborate with vendors, developers, and engineering teams to ensure the reliability and continuous improvement of contact center applications.This is a hands-on contractor role requiring strong technical expertise in Aspect Workforce Management, Intradiem real-time automation, and reporting/analytics tools used across the enterprise contact center.Key ResponsibilitiesApplication Support & MonitoringProactively monitor and perform daily health checks of Aspect and Intradiem applications.Troubleshoot and resolve production issues impacting scheduling, forecasting, real-time adherence, or intraday workforce automation.Track and escalate issues with vendors or internal engineering teams to ensure timely resolution.Change Execution & Problem ManagementExecute system changes, configuration updates, and release deployments while maintaining strict change-control discipline.Perform root-cause analysis of system disruptions and drive corrective actions to prevent recurrence.Participate in upgrades, integrations, and cross-application projects involving Aspect, Intradiem, and reporting platforms.Collaboration & Stakeholder EngagementPartner with internal developers, architects, and external vendors to optimize the workforce management ecosystem.Provide technical knowledge transfer and documentation to Level 1/2 support staff.Effectively communicate status, risks, and solution recommendations to stakeholders at all levels.Technology OwnershipServe as a subject matter expert (SME) for Aspect Workforce Management and Intradiem automation, ensuring optimal configuration and utilization.Support integration of these platforms with related applications such as reporting, agent performance, and AI-enabled contact center technologies.Recommend automation opportunities and enhancements to drive efficiency and scalability.
