Contact Centre Engineer

Job Title:

Experience:

Job Summary

Contact Center Technology Engineer

Key Responsibilities

• Provide end-to-end support for

  telephony and contact center technologies

  : PBX, ACD, IVR, CTI, Dialer, Surveys, Fax, WFM/WFO.
• Work with IT teams to

  configure, implement, and maintain

  contact center applications and cloud platforms (Genesys / NICE).
• Diagnose and resolve complex

  software, hardware, and network issues

  with minimal operational disruption.
• Manage

  incidents, service requests, system changes

  , and ensure SLA-driven resolution.
• Analyze business requirements and recommend

  technical improvements, call routing optimizations, and workflow enhancements

  .
• Design, configure, test, and maintain

  call flows, integrations, and platform updates

  .
• Deliver

  training and technical support

  for contact center users and operations teams.
• Monitor system performance and provide

  data-driven insights

  to improve reliability and efficiency.
• Maintain documentation: system configurations, troubleshooting guides, KB articles, SOPs.
  
• Collaborate with cross-functional teams and act as a

  liaison between business, IT, and vendors

  .
• Stay updated with industry trends and recommend innovative solutions to enhance customer experience.
  

Required Skills & Experience

• Minimum

  5+ years

  supporting telephony and contact center systems.
• Strong experience with

  PBX, ACD, IVR, CTI, WFM

  and cloud contact center platforms.
• Hands-on

  developer-level experience

  with

  Genesys Cloud

  and

  NICE CXone

  .
• Strong understanding of

  call routing, queuing, reporting, dashboards, analytics

  .
• Expertise in

  system configuration, troubleshooting, and integrations

  .
• Experience in

  system testing, deployment, and API integrations

  .
• Strong analytical, problem-solving, and communication skills.
  
• Ability to work independently in a fast-paced, multi-project environment.
  
• Knowledge of

  IT security best practices

  in contact center environments.

Preferred Skills

• Experience in

  Workforce Optimization (WFO) / Workforce Management (WFM)

  tools.
• CRM integration knowledge (Salesforce, ServiceNow, Zendesk, etc.).
  
• Familiarity with

  cloud faxing solutions

  .
• Exposure to

  AI, chatbots, NLP-based automation

  in contact centers.
• Knowledge of

  Agile (Scrum / Kanban)

  methodologies.
• Programming/scripting knowledge:

  Python, SQL, JavaScript

  .
• Experience in

  Healthcare IT

  (added advantage).