Contact Center Engineer

About Our Company We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world. Job Description Contact Center Engineer is responsible for the design, implementation, integration, and continual enhancement of enterprise contact center technologies. This role serves as a subject matter expert for Cisco Contact Center platforms, conversational AI solutions, voice biometrics and fraud detection, and related customer experience technologies. Key Responsibilities Design, implement, and support Cisco Contact Center solutions including Unified Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), Google Dialogflow CX, and Webex Contact Center. Partner directly with business stakeholders to gather requirements, analyze customer experience needs, and translate business objectives into technical contact center solutions. Design and implement IVR, self-service, routing, and customer engagement solutions utilizing Cisco contact center technologies, Google Dialogflow CX, and voice biometrics and fraud detection technologies. Design, implement, and support conversational AI and deterministic routing solutions utilizing Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms. Develop and maintain integrations between contact center platforms and enterprise systems, including CRM, authentication, customer data, fraud prevention, and third-party digital engagement solutions. Collaborate with application development teams, architects, and vendors to design and deploy customer experience enhancements and contact center modernization initiatives. Support migration and transformation efforts from traditional IVR technologies to AI-driven conversational experiences and intelligent virtual agents. Deploy and optimize voice biometrics, fraud detection, authentication, and caller verification technologies for calling and contact center environments. Participate in testing, validation, deployment planning, and production readiness activities for new contact center capabilities and enhancements. Provide technical expertise across contact center technologies, IVR design, and customer experience best practices. Required Qualifications Bachelor's degree in computer science, Information Technology, Engineering, or equivalent experience. 5+ years of experience…