Senior CCaaS Engineer

We are seeking a seasoned professional with a strong telecom and contact centre background to lead the design, deployment, and integration of customer engagement solutions built on platforms such as NICE CXone, Genesys, Avaya, or Cisco. This hands-on role combines deep telephony expertise with practical experience in IVR design, queue management, and CRM integration. The successful candidate will act as a technical authority, mentoring junior engineers while delivering high-impact contact centre solutions for enterprise clients.

Responsibilities:

Solution Delivery and Integration:

• Lead technical delivery of contact centre implementations across voice and digital channels.

• Design and deploy IVR and queuing strategies aligned with customer experience objectives.

• Ensure solution configurations are resilient, scalable, and meet compliance and security standards.

Telephony and Infrastructure:

• Manage configurations and troubleshooting for SIP trunks, PSTN access, SBCs, and PBX systems.

• Implement contact centre components within NICE CXone, Genesys Cloud, Avaya, or Cisco platforms.

• Design and support emergency routing and system failover scenarios.

Application Integration:

• Deliver CRM and third-party app integrations using REST or SOAP APIs.

• Coordinate data flows between telephony platforms and business systems (Salesforce, Dynamics, etc.).

• Conduct testing and validation of integration use cases.

Technical Leadership:

• Serve as an escalation point for complex contact centre infrastructure issues.

• Mentor and support junior engineers and technical consultants.

• Contribute to solution design documentation, handovers, and client technical briefings.

Client Collaboration:

• Participate in technical discovery workshops and requirement-gathering sessions.

• Align solution architecture to client business goals.

• Communicate clearly with technical and non-technical stakeholders.

Required Skills & Experience:

• 5+ years hands-on in telecoms or VoIP engineering roles, with at least 2 years in contact centre environments.

• Strong experience with NICE CXone, Genesys, Avaya, or Cisco contact centre platforms.

• Deep understanding of SIP, PSTN, SBCs, and IP telephony fundamentals.

• Integration experience with CRMs and enterprise systems using web services/APIs.

• Strong communication and stakeholder management skills.

Preferred Skills:

• Certifications in NICE CXone, Genesys Cloud, Cisco Collaboration, or Avaya.

• Exposure to ITIL, TOGAF, or Agile project environments.

• Experience in industries with regulatory requirements (e.g., finance, healthcare).

Working Conditions:

• May require evening and weekend work during key implementation phases.

• Flexibility to travel to client sites as needed.

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