CCaaS Senior Engineer
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About Foundever
Foundever is a global leader in the customer experience (CX) industry. With 170000 associates across the globe were the team behind the best experiences for 750 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
Business Unit Summary
At Foundever we are revolutionizing customer experience (CX) by migrating all premise-based voice solutions to Cloud Contact Centre are expanding our elite CCaaS engineering team and were looking for exceptional talent to join our Enterprise CCaaS IT 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!
Job Summary
As a CCaaS SeniorEngineer you will architect and perform solution implementations and ensure the success of our client projects from start to finish.
Responsibilities
Your key responsibilities will include:
- 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
- Troubleshooting & Support: Acting as a Tier 3 escalation point for platform outages SIP/telephony issues or audio quality problems. This includes working directly with vendors for troubleshooting complex issues.
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
Projects
- Support project lifecycle scoping build testing and production deployment
- Collaborate with cross-functional teams including Project Management 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
Experience
5 years of strong expertise in Genesys and experience with NICE CXone/ Amazon Connect/ Zoom Contact Center platforms is 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.
Certifications
- Genesys Cloud Professional (GCP) required any additional CCaaS Provider or cloud certifications would be beneficial
Technical Skills
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
What We Offer
Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
Professional growth. Continuous learning and development opportunities in a dynamic remote work environment.
Competitive compensation. Attractive salary and benefits package.
Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.
Required Experience:
Senior IC
Key Skills
- APIs
- C/C++
- Computer Graphics
- Go
- React
- Redux
- Node.js
- AWS
- Library Services
- Assembly
- GraphQL
- High Voltage
About Company
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
