CCaaS Engineer (Remote, Any Location, IN)

Stack

Responsibilities

• ▹Collaborate with clients to capture business and technical requirements
• ▹Design scalable CCaaS solutions: Architect/Visio, routing, digital channels
• ▹Develop IVR and bot workflows
• ▹Define technical integration strategies: REST APIs, webhooks, middleware
• ▹Configure CCaaS components: routing, queues, skills, wrap codes, user profiles
• ▹Build and optimize inbound and outbound voice, chat, email and messaging flows
• ▹Integrate external systems: CRM, WFM, custom apps
• ▹Develop and deploy custom scripts and data actions
• ▹Write and test integration and automation code
• ▹Use OAuth2 and API keys for secure external connectivity
• ▹Support project delivery: scoping, build, testing, production deployment
• ▹Provide technical documentation, user guides and training
• ▹Conduct post-implementation performance reviews

Requirements

• ▹3-7 years of strong expertise on Genesys/CXone, other platforms a plus
• ▹Experience designing and deploying omnichannel solutions: voice, chat, email, messaging
• ▹Understanding of JSON, web services and middleware frameworks
• ▹Excellent communication and interpersonal skills
• ▹Strong organizational skills under pressure
• ▹Collaborative team player, able to work independently
• ▹Fluent English, other languages a plus
• ▹Microsoft Office proficiency: PowerPoint, Excel, PowerBI
• ▹Genesys Cloud Professional (GCP) certification required

Soft skills

About the company

Foundever builds digital customer experience solutions and is growing a Professional Services - CCaaS team serving global clients across the US and EMEA.