CCaaS Senior Engineer

Req ID#: 410155 Job Description: 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. Job Segment: Call Center, CRM, Middleware, Engineer, Project Manager, Customer Service, Technology, Engineering