Senior Engineer, Contact Center Platform Stability & Production Support

LPL Financial

Confirmed live yesterday High trust
Hybrid

Quick summary

Work type
Hybrid
Location
Fort Mill, NCCharlotte, NC
Salary
$106,100–$176,900 / yr
Posted
53 days ago
Freshness
Confirmed live yesterday

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $181k
This role $142k
$93k most similar roles pay here $226k

This role pays less than 79% of similar roles. Most pay $149,637–$213,200 — the shaded band above. At the midpoint, this role pays about $142k versus about $181k for comparable roles.

Based on 240 similar postings.

Employer

About LPL Financial

LPL Financial is the largest independent broker-dealer in the United States, providing brokerage and investment advisory services to independent financial advisors and financial institutions. Industry: Financial Services & Wealth Management

LPL Financial currently has 59 open roles on FindRole.

Listed pay typically runs $140,959–$234,882 across 54 roles with salary data.

Most-posted roles

View all roles at LPL Financial

At a glance

TL;DR · Senior Engineer, Contact Center Platform Stability & Production Support

Sr. Engineer, Contact Center Platform Stability & Production Support joins the Servicing Technology team to ensure platform reliability and operational excellence for contact center technologies. This role focuses on maintaining production stability, managing incident response, and executing release management processes to support the evolution of contact channel and agent experience platforms. The engineer will troubleshoot complex issues involving IVR, telephony services, routing, and digital interaction flows while collaborating with cross-functional teams to improve CI/CD maturation and monitoring capabilities. Key technical requirements include expertise in NICE CXOne, ACD, SIP, VoIP, and infrastructure management. The role addresses the challenge of modernizing OMNI platform foundations and simplifying complex configurations to reduce operational risk. Essential skills include root cause analysis, change control, and experience with observability tools to ensure seamless service delivery for financial service professionals and their clients.

What you'll do

  • Troubleshoot and resolve complex production incidents involving contact routing, IVR, telephony services, and platform integrations.
  • Perform root cause analysis and implement long-term solutions to reduce recurring production issues.
  • Execute platform changes through established SDLC, change management, and release management processes.
  • Conduct health checks, configuration reviews, and performance assessments to identify and mitigate operational risks.
  • Validate vendor releases, hotfixes, and configuration changes before they are deployed to production.
  • Mature CI/CD capabilities by supporting source control, automated testing, and deployment standards.
  • Maintain runbooks, incident playbooks, and technical documentation to ensure operational excellence.
  • Partner with cross-functional teams to ensure platform configurations meet operational readiness requirements.

What we're looking for

  • Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
  • 6+ years of experience supporting contact center technologies, platform engineering, production support, or enterprise application operations.
  • 3+ years of experience supporting enterprise contact center platforms including NICE CXOne, IVR, ACD, routing, telephony, or omni-channel workflows.
  • Experience troubleshooting complex production incidents within enterprise-scale technology environments.
  • Experience executing technology changes through formal change management and release management processes.
  • Experience with CI/CD pipelines, release automation, and deployment processes across development, testing, and production environments.
  • Knowledge of telephony technologies including SIP, VoIP, call routing, or contact center infrastructure.
  • Experience collaborating with offshore, nearshore, or global delivery teams.

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