SOFTSWITCH DEVELOPER

Join us as a Softswitch Developer and help build the next generation of voice and communication solutions. Design and optimise scalable VoIP platforms, driving seamless, secure, and reliable services. Collaborate with expert teams to innovate, enhance performance, and shape exceptional user experiences.

️Hours: 35 hours per week, Are you passionate about building innovative voice and contact centre solutions? As a Softswitch Developer, you'll play a key role in delivering reliable, scalable, and secure communication services that support exceptional customer experiences. Working with modern VoIP technologies, SIP-based telephony, and contact centre platforms, you'll help shape and enhance the systems that keep our customers connected.

What you'll be doing:

Designing and supporting ACD switching environments and contact centre solutions, including Genesys Cloud CX.

Developing and optimising call flows, routing logic, IVRs, queue management, and call prioritisation to improve customer journeys.

Enhancing telephony services through SIP-based technologies, call control logic, and cloud/on-premise communication platforms.

Implementing innovative features such as chatbots, speech recognition, and integrations between contact centre and backend systems.

️ Troubleshooting complex issues across voice, routing, and telephony environments to ensure high availability and performance.

Collaborating closely with infrastructure, networking, application, and operations teams to deliver end-to-end solutions and continuous improvements.

Driving service excellence through system optimisation, monitoring, upgrades, reporting, and robust release management processes.

You're a passionate and technically skilled professional who thrives on solving complex challenges and delivering exceptional communication experiences. You enjoy working in fast-paced environments, collaborating with a variety of teams, and using technology to drive continuous improvement.

What you'll bring:

Proven experience working with ACD switching environments, ideally Genesys Cloud CX (PureCloud), and telephony networks using SIP and digital voice technologies.

Strong knowledge of contact centre solutions, including IVRs, queue management, routing strategies, call flow design, and scripting logic.

Experience creating dashboards and monitoring performance, using data and insights to optimise services and customer journeys.

Understanding of emerging technologies such as chatbots, speech recognition, and system integrations.

Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.

A collaborative approach, working effectively with technical and non-technical stakeholders to deliver successful outcomes.

Strong communication and documentation skills, ensuring solutions are clearly recorded and knowledge is shared across teams.

A degree in IT, Computer Science, or a related discipline, or equivalent hands-on experience in a similar technical role.

It would be great if you also have:

️ Experience with cloud technologies, particularly AWS.

Knowledge of REST APIs, integrations, databases, and SQL.

Cloud certifications such as AWS, Azure, or GCP.

Experience mentoring colleagues and supporting the development of others within technical teams., If you enjoy solving complex technical challenges, working with cutting-edge communication technologies, and making a real impact on customer experience, we'd love to hear from you.

Pulled from the full job description

• Employee discount
• Employee assistance programme
• Free parking
• Company pension
• On-site parking, * 175 hours holiday pa
• Medical Insurance - Individual Cover
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app!
• Family and friends' discounts on our services & products
• Pension Scheme, up to 4% Company matched
• Free on-site parking

This is an exciting time at Appello & Careline365 - we are a company on the move and now is a perfect time to join our team. You'll gain exceptional career opportunities and will be part of a company that is continuing to expand.