Contact Center Application Engineer - Aspect/Intradiem

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).

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.

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.

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