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 we re 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 you re 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.

Job Responsibilities

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

Why You ll Love This Role

• 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

Skills and Qualifications

• 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 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.
• 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

About Us

Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we re the team behind the best experiences for +800 of the world s 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

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#LI-India

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Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.