Contact Center Engineer

We are looking Contact Center as a Service (CCaaS) delivery practice across multiple enterprise accounts. We’‘re building a bench of hands-on CCaaS / Contact Center Engineers who can design, configure, and integrate contact center platforms - supporting client engagements spanning voice, digital channels, CRM integration, and AI-assisted customer experience., * Design and configure IVR/ACD call flows, routing logic, and skills-based queuing

• Build and maintain API integrations between CCaaS platforms and CRM/backend systems (Salesforce, SAP, ServiceNow, custom APIs)
• Support agent desktop integrations, screen-pop, and CTI configurations
• Implement reporting/analytics pipelines (real-time and historical) for contact center KPIs
• Participate in platform migrations (e.g., legacy PBX/ACD to cloud CCaaS)
• Collaborate with solution architects on use-case design for AI-assisted routing, agent assist, and self-service automation
• Document configurations, runbooks, and knowledge transfer artifacts for client handoff

Candidates must show hands-on configuration/development depth on the following platforms, with 3+ years of combined CCaaS experience:

• NICE (CXOne) - IVR scripting, ACD routing, WFM/WFO integration, Studio scripting, API-based integrations
• Genesys (Cloud CX / PureConnect / Engage) - Architect/Composer flows, routing strategies, Genesys Cloud API, orchestration
• Amazon Connect - Contact flows, Lambda integrations, Lex bots, Connect APIs, CTR/Kinesis data pipelines

Required Integration Experience This role carries a strong CRM/backend integration component. Candidates should have direct, hands-on experience with:

• Salesforce - Service Cloud / Salesforce Contact Center integration, CTI adapters, Apex/API-based data sync
• SAP or other enterprise CRM - case/ticket data integration, customer record sync, backend workflow integration
• REST API design & consumption - building and consuming RESTful services for CTI, screen-pop, and data exchange between CCaaS platforms and CRM/backend systems
• Middleware / iPaaS exposure (e.g., MuleSoft, Boomi, or custom integration layers) is a plus, * Exposure to conversational AI platforms (Parloa, Google CCAI, Amazon Lex, NLU/NLP tooling)
• Experience with WFM tools (Verint, NICE WFM, Calabrio)
• Telephony/SIP trunking and carrier integration background
• Certifications: NICE CXOne Certified, Genesys Cloud Certified Professional, AWS Certified (Connect/Developer), Salesforce Certified
• Prior experience in BPO, healthcare, financial services, or retail contact center environments
• Scripting/dev skills: Python, Node.js, JavaScript, or Java for custom Lambda/API work

Soft Skills / Delivery Fit

• Comfortable working in a consulting/delivery model - client-facing configuration and documentation
• Able to work independently against a solution blueprint with minimal day-to-day oversight
• Strong communication skills for cross-functional coordination with client stakeholders and internal architects