CCaaS Engineer

At Foundever we are revolutionizing customer experience (CX) with cutting-edge digital solutions. As we grow we are building a pioneering Digital Services organization and were looking for exceptional talent to join our Professional Services CcaaS team. This is your chance to be part of a dynamic forward-thinking team working on high-impact projects that drive innovation in the CCaaS space!

If youre passionate about end-to-end solution implementations working with top-tier CX technology and driving customer success this role is for you! As a CCaaS PS Engineer you will architect and perform solution implementations and ensure the success of our client projects from start to finish.

Solution Design

• Collaborate with clients to capture business and technical requirements
• Design scalable CCaas solution leveraging Architect / Visio routing and digital channels
• Develop IVR and bot workflows
• Define technical integration strategies (REST APIs webhooks middleware)

Implementation & Configuration

• Configure CCaaS components such as routing queues skills wrap codes user profiles
• Build and optimize inbound/outbound voice chat email and messaging flows
• Integrate external systems such as CRM WFM or custom apps
• Develop and deploy custom scripts data actions as needed

Programming & Development

• Write and test code for integrations and automation as needed
• Use OAuth2 API keys and secure authentication for external system connectivity
• Create middleware components

Project Delivery

• Support project lifecycle scoping build testing and production deployment
• Collaborate with cross-functional teams including Project Management Sales BI Operations etc
• Provide technical documentation user guides and training as required

Optimization & Support

• Conduct post-implementation reviews to enhance performance and efficiency
• Stay current with new CCaaS releases

• Be at the forefront of CX transformation working with leading CCaaS technologies specially Genesys delivery
• Work with global clients across the U.S. and EMEA delivering cutting-edge solutions in a fast-paced dynamic environment
• Collaborate with a talented team of experts in AI automation performance and agent tools to deliver exceptional results
• Drive business success by managing multiple projects and clients simultaneously with opportunities to showcase your leadership and problem-solving skills
• Grow professionally by working on complex high-visibility projects while honing your technical project management and client relationship skills

• 3-7 years of strong expertise in Genesys/ CXone (other platforms are a plus)
• Experience in designing and deploying Omnichannel solutions (voice chat email messaging)
• Understanding JSON Web Services and Middleware frameworks
• Excellent communication and interpersonal skillsable to run meetings and workshops present confidently and write functional specifications
• Strong organizational skills especially in high-pressure environments with the ability to manage multiple projects effectively
• A collaborative team player who can also work independently with minimal supervision
• Fluent in English with other languages being a plus
• A proactive attitude with a passion for learning and keeping up with the latest industry trends
• Microsoft Office Suite: Powerpoint Excel PowerBI etc.
• Genesys Cloud Professional (GCP) required
• Strong hands-on experience with Genesys Cloud Architect routing and call flows
• Proficiency in APIs (REST/JSON) OAuth2 and integration design
• Experience with Javascript Python for automation and API scripting
• Knowledge of Contact Center technologies IVR SIP trunking telephony ACD WFM and CRM integration
• Power Bi experience preferred

Foundever is a global leader in the customer experience (CX) industry. With 150000 associates across the globe were the team behind the best experiences for 800 of the worlds leading and digital-first brands. Our innovative CX solutions technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

#LI-MAM

#LI-Remote

#LI-Egypt