Contact Center Application Engineer - Aspect/Intradiem

BETSOL is a cloud-first digital transformation and data management company offering products and solutions to both enterprises and consumers. BETSOL’s Data Management product lines include Zmanda (Zmanda.com). BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for our customers. Our engineering team, with its several patents, delivers award-winning products and solutions in over 40 countries. Our work locations are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee centric organization. Learn more at betsol.com

The Contact Center Application Engineer delivers advanced engineering and operational support for Aspect and Intradiem platforms across the enterprise contact center environment. This hands-on full-time employment role requires technical expertise in Aspect Workforce Management (WFM), Aspect Gamification, Aspect League, and Intradiem real-time automation. The ideal candidate will have a proven history of supporting, integrating, and optimizing complex Aspect environments—including both on-premises and cloud/tenant-hosted deployments—and will demonstrate leadership in incident response, platform upgrades, migrations, and cross-system integrations.

Key Responsibilities

Application Engineering, Support & Monitoring

• Proactively monitor and perform advanced daily health checks for all Aspect and Intradiem applications, including WFM, Gamification, League, and reporting modules.
• Diagnose and resolve complex production issues impacting scheduling, forecasting, real-time adherence, gamification, agent engagement, integrations, or intraday workforce automation.
• Lead escalation and coordination with vendors/internal teams to ensure timely, high-quality resolution of system incidents and outages.

Change Execution, Integration & Problem Management

• Plan, execute, and document system changes, configuration updates, release deployments, and complex integrations—maintaining strict change-control discipline, security compliance, and auditability.
• Lead and participate in upgrades, migrations (on-prem to cloud/tenant or tenant to tenant), and integrations for Aspect WFM, Gamification, League, and related modules.
• Conduct root-cause analysis and drive remediation for recurring or high-impact issues, leveraging data from all Aspect and Intradiem modules.

Collaboration & Stakeholder Engagement

• Partner with internal developers, solution architects, and external vendors to optimize the workforce management ecosystem, including integrations to telephony, reporting, agent performance, and AI-powered tools.
• Provide technical knowledge transfer and detailed documentation for Level 1/2 support staff.
• Communicate technical status, risks, and solution recommendations to engineering leadership and business stakeholders.

Technology Ownership

• Serve as subject matter expert (SME) and primary technical owner for Aspect Workforce Management, Aspect Gamification, and Aspect League applications, ensuring optimal configuration, utilization, data integrity, integrations, and security.
• Manage user access, role-based permissions, and audit controls for all Aspect modules.
• Develop and maintain automation scripts, custom reports, dashboards, and integrations for workforce optimization and agent engagement.
• Stay current on Aspect platform enhancements, best practices, cloud migration strategies, and new feature adoption.

Required Qualifications

• 8+ years of IT support or operations engineering experience, with a strong focus on contact center workforce management and automation technologies.
• 6+ years of direct, hands-on experience supporting, integrating, and engineering:
  • Aspect Workforce Management (scheduling, forecasting, reporting, integrations), including both on-prem and cloud/tenant-hosted environments.
  •  Aspect Gamification and Aspect League (configuration, deployment, agent engagement, analytics, integrations).
  • Intradiem (real-time automation, intraday management, platform integrations).
• Demonstrated expertise with production enterprise environments, incident response, change execution, system upgrades, migrations, and integrations.
• Experience managing incidents, executing controlled changes, supporting major deployments, and performing integrations with telephony, CRM, and reporting platforms.
• Advanced troubleshooting, root-cause analysis, and problem-solving skills in high-availability, regulated environments.

Preferred Qualifications

• Prior or current experience with Aspect Gamification and Aspect League configuration, support, integrations, and agent engagement analytics.
• Experience leading or supporting Aspect platform migrations (on-prem to cloud/tenant, tenant to tenant).
• Experience developing or maintaining automation scripts, custom reports, dashboards, and integrations for Aspect WFM, Gamification, and League modules.
• Understanding of workforce management best practices, real-time adherence monitoring, scheduling optimization, and system integrations.
• Familiarity with integration of WFM tools to telephony, call routing, AI/analytics, and reporting systems.
• Strong written documentation skills for runbooks, SOPs, and technical reference material.
• Excellent verbal and written communication skills for collaboration across technical and business teams.
• Self-motivated continuous learner, staying current on Aspect product developments, workforce management trends, cloud transformation, and emerging automation tools.

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