CCaaS Senior Engineer CCaaS Senior Engineer

About Foundever ™

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 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

Business Unit Summary

At Foundever, we are revolutionizing customer experience (CX) by migrating all premise-based voice solutions to Cloud Contact Centre Technologies. We are expanding our elite CCaaS engineering team, and we’re looking for exceptional talent to join our – Enterprise CCaaS IT 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!

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 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. 
  
  
  

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.