Senior Contact Center Engineer

Job Summary

A company is looking for a Senior Contact Center Engineer to design and implement innovative communication solutions.

Key Responsibilities

• Design, configure, and implement IVR/ACD solutions to enhance customer experiences
• Serve as an expert on Genesys CloudCX capabilities and transform requirements into architectural designs
• Provide maintenance and troubleshooting, ensuring system reliability and optimizing contact center operations

Required Qualifications

• Deep telephony expertise with knowledge of WebRTC, SIP, VoIP, and QoS principles
• 5+ years of experience in large-scale contact center environments (1000+ agents)
• Proven experience with Genesys Cloud (PureCloud) administration and support
• Comprehensive knowledge of contact center technologies including ACD, dialers, and workforce management tools
• Strong understanding of supporting technologies such as VoIP, databases, and middleware