CCaaS Engineer
Foundever®
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.
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Vacancy posted 5 days ago
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