Contact Center Application Engineer - Aspect/Intradiem

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 Responsibilities

• Application Support & Monitoring
  • Proactively 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 Management
  • Execute 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 Engagement
  • Partner 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 Ownership
  • Serve 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.

Required Qualifications

• 3+ years of IT support or operations engineering experience, with emphasis on contact center workforce management and automation technologies.
• Direct experience supporting Aspect Workforce Management (scheduling, forecasting, reporting) and Intradiem (real-time automation, intraday management).
• Strong problem-solving and troubleshooting skills in production enterprise environments.
• Experience managing incidents, executing controlled changes, and supporting major deployments.
• Solid understanding of enterprise contact center environments and dependencies (telephony, reporting, CRM).

Preferred Qualifications

• Familiarity with real-time adherence monitoring, scheduling optimization, and workforce automation best practices.
• Understanding of how workforce management tools integrate with telephony, call routing, and reporting systems.
• Ability to explain complex workforce/automation concepts in clear, business-friendly terms.
• Strong written documentation skills to produce runbooks, SOPs, and technical reference material.
• Continuous learner, staying current on workforce management trends and emerging automation tools.

Additional Information

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

NA