Sr Software Engineer / Staff Engineer - Voice, Contact Center, IVR, and IVA Engineering

Be part of a team that values safety, diversity, and excellence.

We are one of the largest U.S. railroads transporting the nation's freight across 28 western states and 3 Canadian provinces. As a member of our team, you will play a role in supporting the movement of essential products and materials that help feed, clothe, supply, and power communities throughout America and the world.

Job Location:REMOTE
Anticipated Start Date:08/18/2025
Number of Positions:2
Salary Range:$165,000 - $375,000

The US base salary range for this full-time position is $165,000 - $375,000plus bonus eligibility and other elements of our total rewards package. The range represents the amount bnsf | tech reasonably expects to pay for the position based on the level, scope, and responsibilities of the role. Individual compensation and level of position offered is determined by the hiring location and additional factors including but not limited to job-related skills, experience, and relevant education or training. In addition to base pay, BNSF offers a comprehensive benefits package.

Apply early as this job may be removed or filled prior to the closing date, which is approximately seven (7) days after the posting date.

The bnsf | tech division drives innovation and efficiency by developing and maintaining advanced technological voice solutions across the enterprise. This team ensures a resilient and intelligent voice and contact center infrastructure, supports mission-critical communication platforms, and enhances customer engagement technologies. Their expertise is essential in optimizing service operations and enabling BNSF to deliver responsive, innovative, and reliable transportation experiences.

This is a full-time position. Our leaders also foster a culture where work life balance, which requires flexibility for when life happens, is important and respected.

We are seeking a skilled and innovative Voice and Omnichannel Contact Center Engineer to design, implement, and support advanced voice and contact center solutions. This role is critical in enhancing customer engagement through reliable, scalable, and intelligent communication systems. The ideal candidate will have a strong background in telephony, VoIP, and contact center platforms, along with experience in scripting, APIs, and automation. The ideal candidate should have hands-on experience with modern open-source infrastructure solutions and the ability to collaborate across teams to ensure high availability, performance, and security of systems.

You will be responsible for maintaining and evolving the voice environments, the on-premises, cloud and hybrid environment as well as collaborating with other groups for integrations with CRM and ticketing systems, and other enterprise applications.

As a Voice and Omnichannel Contact Center Engineer you will

• Design, develop and integrate AI-driven features, such as intelligent call routing based on caller intent, history, and context within the contact center cloud ecosystem.
• Build and maintain automated voice interaction systems using Natural Language Processing (NLP) for dynamic, human-like IVR and self-service responses.
• Collaborate with DevOps and infrastructure teams to deploy and scale solutions in cloud and or hybrid environments.
• Implement real-time analytics tools to monitor call metrics, sentiment, and performance, creating customizable dashboards for actionable insights using Genesys Cloud and SuccessKPI reporting capabilities.
• Enable multi-channel automation by integrating AI-powered chatbots for seamless voice, text, and digital interactions across SMS, webchat, and email platforms.
• Design scalable automation workflows to streamline repetitive tasks, such as ticket creation, follow-ups, and CRM updates, leveraging contact center cloud APIs and orchestration tools.
• Ensure solutions are optimized for Cloud, delivering high performance and seamless integration with existing configurations and third-party systems.
• Collaborate with cross-functional teams to align development with business objectives and customer satisfaction goals.
• Develop and support innovative contact center systems solutions using open-source platforms.

Basic Qualifications:

• Over 10 years of experience in voice systems and contact center development and support with increasing levels of responsibility.
• Proven experience developing voice and contact center solutions on various CCaaS platforms and open-source platform(s).
• Strong proficiency in contact center APIs, Architect flows, and scripting (e.g., Java, JavaScript, Python) for automation and AI integration for opensource or Cloud.
• Familiarity with NLP frameworks and cloud-based AI services
• Experience building real-time analytics and dashboards for contact center performance within CCaaS and opensource platforms.
• Knowledge of multi-channel communication systems (SMS, webchat, email, social media) and omnichannel strategies.
• Experience with SIP, RTP, WebRTC, and VoIP protocols.
• Bring your own carrier SIP trunking.
• Experience with CRM and ticketing tool integrations (e.g., Salesforce, ServiceNow) into a CCaaS environment.
• Ability to deliver scalable, high-performance solutions in a cloud-based environment.
• Strong problem-solving skills and attention to detail.
• Master's in computer science and/or Electrical Engineering.

Preferred Qualifications:

• Experience with native AI tools (e.g., Predictive Engagement, Dialog Engine).
• Understanding of contact center KPIs, and customer experience optimization.
• Workforce Management configuration expertise.
• Strong expertise in Java or Python and JSON for application development.
• Strong expertise in FreeSWITCH, and Kamailio including dialplan scripting, and mod development.
• Familiarity with speech recognition, text-to-speech, and AI-powered IVRs.
• Understanding of contact center metrics and reporting tools.
• Experience with Agile/Scrum methodologies
• Deep Genesys Cloud and Verint experienced desired.

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This position will not be required to complete a pre-employment medical review.

BNSF Railway is an Equal Opportunity Employer, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.