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Foundever logo
Foundever

Foundever® is the next-generation service leader reinventing #CustomerExperience (#CX).

CCaaS Senior Engineer

Location

India

Posted

111 days ago

Salary

0

Seniority

Senior

Job Description

CCaaS Senior Engineer

Foundever

Role Description As a CCaaS Senior Engineer, you will architect and perform solution implementations and ensure the success of our client projects from start to finish. - 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 - 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 - Conduct post-implementation reviews to enhance performance and efficiency - Stay current with new CCaaS releases Qualifications - 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 skills—able 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. Requirements - Genesys Cloud Professional (GCP) required, any additional CCaaS Provider or cloud certifications would be beneficial - 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 Benefits - 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.

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