Foundever
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At Foundever , 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! 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. Job Responsibilities Solution Design • Collaborate with clients to capture business and technical requirements • Design scalable CCaas solution leveraging 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, user profiles • Build and optimize inbound/outbound voice, chat, email, and messaging flows • Integrate external systems such as CRM, WFM or custom apps • Develop and deploy custom scripts, data actions as needed Programming & Development • Write and test code for integrations and automation, as needed • Use OAuth2, API keys, and secure authentication for external system connectivity • Create middleware components Project Delivery • Support project lifecycle – scoping, build, testing, and production deployment • Collaborate with cross-functional teams including Project Management, Sales, BI, Operations, etc • Provide technical documentation, user guides, and training as required 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, specially 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 your leadership and problem-solving skills • Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills Skills and Qualifications • 3-7 years of strong expertise in Genesys/ CXone (other platforms are a plus) • Experience in designing and deploying Omnichannel solutions (voice, chat, email, messaging) • Understanding JSON, Web Services, and Middleware frameworks • Excellent communication and interpersonal skills—able to run meetings and 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, with other languages being a plus • A proactive attitude, with a passion for learning and keeping up with the latest industry trends • Microsoft Office Suite: Powerpoint, Excel, PowerBI, etc. • Genesys Cloud Professional (GCP) 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, Python for automation and API scripting • Knowledge of Contact Center technologies – IVR, SIP trunking, telephony, ACD, WFM, and CRM integration • 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 +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. - Originally posted on Himalayas
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