CCaaS Engineer

About the Role

Join our pioneering Digital Services organization as we revolutionize customer experience (CX) with cutting-edge digital solutions. This is an opportunity to be part of a dynamic, forward-thinking team working on high-impact projects that drive innovation in the CCaaS space. As a CCaaS Professional Services Engineer, you will architect and implement end-to-end solutions, ensuring the success of client projects from start to finish.

Responsibilities

• Solution Design
  • Collaborate with clients to capture business and technical requirements
  • Design scalable CCaaS solutions using Architect/Visio, routing, and digital channels
  • Develop IVR and bot workflows
  • Define technical integration strategies (REST APIs, webhooks, middleware)
• Implementation & Configuration
  • Configure CCaaS components such as routing, queues, skills, wrap codes, and user profiles
  • Build and optimize inbound/outbound voice, chat, email, and messaging flows
  • Integrate external systems such as CRM, WFM, or custom applications
  • Develop and deploy custom scripts and data actions as needed
• Programming & Development
  • Write and test code for integrations and automation
  • Use OAuth2, API keys, and secure authentication for external system connectivity
  • Create middleware components
• Project Delivery
  • Support the project lifecycle—scoping, build, testing, and production deployment
  • Collaborate with cross-functional teams including Project Management, Sales, BI, and Operations
  • Provide technical documentation, user guides, and training
• Optimization & Support
  • Conduct post-implementation reviews to enhance performance and efficiency
  • Stay current with new CCaaS releases

Why You’ll Love This Role

• Be at the forefront of CX transformation, working with leading CCaaS technologies, especially Genesys delivery
• Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment
• Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results
• Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase leadership and problem-solving skills
• Grow professionally by working on complex, high-visibility projects while honing technical, project management, and client relationship skills

Requirements

• 3-7 years of strong expertise in Genesys or CXone (other platforms are a plus)
• Experience in designing and deploying omnichannel solutions (voice, chat, email, messaging)
• Understanding of JSON, web services, and middleware frameworks
• Genesys Cloud Professional (GCP) certification required
• Strong hands-on experience with Genesys Cloud Architect, routing, and call flows
• Proficiency in APIs (REST/JSON), OAuth2, and integration design
• Experience with JavaScript or Python for automation and API scripting
• Knowledge of contact center technologies—IVR, SIP trunking, telephony, ACD, WFM, and CRM integration

Skills

• Excellent communication and interpersonal skills—able to run meetings, workshops, present confidently, and write functional specifications
• 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 (other languages are a plus)
• A proactive attitude with a passion for learning and keeping up with the latest industry trends
• Proficiency in Microsoft Office Suite: PowerPoint, Excel, Power BI (Power BI experience preferred)

About Us

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 over 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 seamless experiences to customers in the moments that matter.