About this role
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<p>At <a href="https://himalayas.app/companies/foundever">Foundever</a>, we are revolutionizing customer experience (CX) with cutting-edge digital solutions. As we grow, we are building a pioneering Digital Services organization, and we’re looking for exceptional talent to join our Professional Services – CcaaS team. This is your chance to be part of a dynamic, forward-thinking team working on high-impact projects that drive innovation in the CCaaS space! </p>
<p>If you’re passionate about end-to-end solution implementations, working with top-tier CX technology, and driving customer success, this role is for you! As a CCaaS PS Engineer, you will architect and perform solution implementations and ensure the success of our client projects from start to finish. </p>
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<div><h2>Job Responsibilities</h2></div>
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<h3>Solution Design </h3>
<ul>
<li>Collaborate with clients to capture business and technical requirements</li>
<li>Design scalable CCaas solution leveraging Architect / Visio, routing, and digital channels</li>
<li>Develop IVR and bot workflows</li>
<li>Define technical integration strategies (REST APIs, webhooks, middleware) </li>
</ul>
<h3>Implementation & Configuration </h3>
<ul>
<li>Configure CCaaS components such as routing, queues, skills, wrap codes, user profiles</li>
<li>Build and optimize inbound/outbound voice, chat, email, and messaging flows</li>
<li>Integrate external systems such as CRM, WFM or custom apps</li>
<li>Develop and deploy custom scripts, data actions as needed </li>
</ul>
<h3>Programming & Development </h3>
<ul>
<li>Write and test code for integrations and automation, as needed</li>
<li>Use OAuth2, API keys, and secure authentication for external system connectivity</li>
<li>Create middleware components </li>
</ul>
<h3>Project Delivery </h3>
<ul>
<li>Support project lifecycle – scoping, build, testing, and production deployment</li>
<li>Collaborate with cross-functional teams including Project Management, Sales, BI, Operations, etc</li>
<li>Provide technical documentation, user guides, and training as required </li>
</ul>
<h3>Optimization & Support </h3>
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<li>Conduct post-implementation reviews to enhance performance and efficiency</li>
<li>Stay current with new CCaaS releases </li>
</ul>
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<div><h2>Why You’ll Love This Role</h2></div>
<div><ul>
<li>Be at the forefront of CX transformation, working with leading CCaaS technologies, specially Genesys delivery</li>
<li>Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment</li>
<li>Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results</li>
<li>Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills</li>
<li>Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills </li>
</ul></div>
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<div><h2>Skills and Qualifications</h2></div>
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<li>3-7 years of strong expertise in Genesys/ CXone (other platforms are a plus)</li>
<li>Experience in designing and deploying Omnichannel solutions (voice, chat, email, messaging)</li>
<li>Understanding JSON, Web Services, and Middleware frameworks</li>
<li>Excellent communication and interpersonal skills—able to run meetings and workshops, present confidently, and write functional specifications</li>
<li>Strong organizational skills, especially in high-pressure environments, with the ability to manage multiple projects effectively</li>
<li>A collaborative team player who can also work independently with minimal supervision</li>
<li>Fluent in English, with other languages being a plus</li>
<li>A proactive attitude, with a passion for learning and keeping up with the latest industry trends</li>
<li>Microsoft Office Suite: Powerpoint, Excel, PowerBI, etc.</li>
<li>Genesys Cloud Professional (GCP) required</li>
<li>Strong hands-on experience with Genesys Cloud Architect, routing, and call flows</li>
<li>Proficiency in APIs (REST/JSON), OAuth2, and integration design</li>
<li>Experience with Javascript, Python for automation and API scripting</li>
<li>Knowledge of Contact Center technologies – IVR, SIP trunking, telephony, ACD, WFM, and CRM integration</li>
<li>Power Bi experience preferred </li>
</ul></div>
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<div><h2>About Us</h2></div>
<div><p><a href="https://himalayas.app/companies/foundever">Foundever</a>® 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 +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 a seamless experience to customers in the moments that matter.</p></div>
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</div><p>Originally posted on <a href="https://himalayas.app">Himalayas</a></p>