CCaaS & UC Recording Engineer

Req ID#: 411472 Job Description: About Foundever ™ 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 +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. Department Summary Enterprise IT (Information Technology) This team is part of the Enterprise CCaaS & WFM IT department, responsible for providing CCaaS and UC interaction recording services globally across Foundever. Job Summary As a CCaaS & UC Recording Engineer, we are seeking a dynamic Digital Recordings Specialist to join our team and lead the effort in EMEA within the Digital Recordings space. In this role, you will play a crucial part in ensuring our recordings platforms and adjunct systems are efficient, reliable, and innovative. You will oversee daily operations and collaborate with various teams to meet our technical & compliance requirements. This position offers the opportunity to stay at the forefront of emerging technologies, manage vendor relationships, and contribute to the professional growth of your specialist area. Key Responsibilities: Oversee daily operations of call recording infrastructure, ensuring all voice and screen recordings are captured accurately and stored securely according to compliance requirements. Support vendors in system upgrades, new implementations, and troubleshooting of call recording platforms while ensuring minimal disruption to business operations. Conduct regular assessments of recording quality, storage capacity, and system performance, proposing enhancements to improve reliability and compliance standards. Lead troubleshooting efforts to resolve call recording issues swiftly, ensuring continuous capture of customer interactions and minimizing data loss. Maintain comprehensive documentation of recording system architecture, retention policies, encryption standards, and all related data flows. Effectively manage the support ticket queue for call recording issues, prioritizing critical system failures and compliance-related concerns. Ensure compliance with data protection regulations, retention policies, and industry standards while maintaining proper access controls and audit trails. Adhere to corporate security policies and ensure all system changes meet regulatory requirements for financial call recording. Work effectively in a high-pressure environment where system reliability and data integrity are crucial. Perform detailed technical analysis of recording failures and quality issues. Stay updated on emerging call recording technologies, compliance requirements, and industry best practices, recommending solutions to enhance monitoring capabilities. Provide technical guidance on call recording systems, conduct user training, and support quality assurance teams in utilizing recording platforms effectively. Required Experience: 3-4 years of experience at an engineer level working with Voice related systems Team management experience preferred Proven track record of successful collaboration with global organization partners through projects. 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. Technical Skills & Certifications Strong knowledge of telecom systems and networks, including but not limited too. Nice Engage – Foundever’s Main Interactions Recording Platform CCaaS/UCaaS – Genesys, AWS Connect, NICE CXOne, Zoom and Ring Central WordWatch by BSL SIPRec NICE Certified Administrator would be advantageous – but not essential 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: Quality Assurance, QA, Corporate Security, Telecom, Telecommunications, Technology, Quality, Security