[Hiring] CCaaS Engineer @Foundever®

Role Description

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

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

Benefits

• 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