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 ResponsibilitiesSolution Design Collaborate with clients to capture business and technical requirementsDesign scalable CCaas solution leveraging Architect / Visio, routing, and digital channelsDevelop IVR and bot workflowsDefine technical integration strategies (REST APIs, webhooks, middleware) Implementation & Configuration Configure CCaaS components such as routing, queues, skills, wrap codes, user profilesBuild and optimize inbound/outbound voice, chat, email, and messaging flowsIntegrate external systems such as CRM, WFM or custom appsDevelop and deploy custom scripts, data actions as needed Programming & Development Write and test code for integrations and automation, as neededUse OAuth2, API keys, and secure authentication for external system connectivityCreate middleware components Project Delivery Support project lifecycle – scoping, build, testing, and production deploymentCollaborate with cross-functional teams including Project Management, Sales, BI, Operations, etcProvide technical documentation, user guides, and training as required Optimization & Support Conduct post-implementation reviews to enhance performance and efficiencyStay current with new CCaaS releases Why You’ll Love This RoleBe at the forefront of CX transformation, working with leading CCaaS technologies, specially Genesys deliveryWork with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environmentCollaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional resultsDrive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skillsGrow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills Skills And Qualifications3-7 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 frameworksExcellent communication and interpersonal skills—able to run meetings and workshops, present confidently, and write functional specificationsStrong organizational skills, especially in high-pressure environments, with the ability to manage multiple projects effectivelyA collaborative team player who can also work independently with minimal supervisionFluent in English, with other languages being a plusA proactive attitude, with a passion for learning and keeping up with the latest industry trendsMicrosoft Office Suite: Powerpoint, Excel, PowerBI, etc.Genesys Cloud Professional (GCP) requiredStrong hands-on experience with Genesys Cloud Architect, routing, and call flowsProficiency in APIs (REST/JSON), OAuth2, and integration designExperience with Javascript, Python for automation and API scriptingKnowledge of Contact Center technologies – IVR, SIP trunking, telephony, ACD, WFM, and CRM integrationPower Bi experience preferred About UsFoundever® 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.