Senior Contact Center Engineer

AIG, a global leader in commercial and personal insurance solutions, is seeking a Senior Contact Center Engineer to join their Information Technology team. This role is crucial in reimagining how AIG helps customers manage risk through technology.

The position focuses on the deployment and maintenance of AIG's CCaaS platforms, particularly Genesys Cloud. The successful candidate will be responsible for creating high and low-level design documents, optimizing processes, leading technical deployments, and managing API design between platforms. Security is a key component, with responsibilities including vulnerability management and platform security processes.

The role offers a competitive salary range of $99,000-$148,000 (depending on location) and comes with AIG's comprehensive Total Rewards Program. The position is based in Jersey City, NJ, with an emphasis on in-person collaboration as part of AIG's culture of fostering a supportive, connected environment.

Key responsibilities include designing and supporting contact center solutions, developing documentation, leading API integration efforts, and driving automation initiatives. The ideal candidate will have 10+ years of enterprise-level contact center experience, strong Genesys Cloud expertise, and excellent technical and communication skills.

AIG's technology team is at the heart of their operations, handling everything from underwriting risks to processing claims. The role offers opportunities for professional growth within a culture that celebrates diversity and inclusion. The company maintains various Employee Resource Groups (ERGs) and has been recognized for its positive workplace culture.

This position combines technical leadership with strategic thinking, requiring someone who can both develop high-level strategies and maintain hands-on technical involvement. The role involves collaboration with various stakeholders, from customers to peer groups, making strong interpersonal skills essential.

For technology professionals seeking a role that combines technical expertise with business impact, this position offers the opportunity to contribute to AIG's digital transformation while working with cutting-edge contact center technologies. The company's commitment to professional development, comprehensive benefits, and inclusive culture makes this an attractive opportunity for experienced contact center engineers looking to advance their careers.