Senior CCaaS Engineer

3 weeks ago

City of London, United Kingdom Bell Integration Full time

We are seeking a seasoned professional with a strong telecom and contact centre background to lead the design, deployment, and integration of customer engagement solutions built on platforms such as NICE CXone, Genesys, Avaya, or Cisco. This hands-on role combines deep telephony expertise with practical experience in IVR design, queue management, and CRM integration. The successful candidate will act as a technical authority, mentoring junior engineers while delivering high-impact contact centre solutions for enterprise clients.Responsibilities:Solution Delivery and Integration:• Lead technical delivery of contact centre implementations across voice and digital channels.• Design and deploy IVR and queuing strategies aligned with customer experience objectives.• Ensure solution configurations are resilient, scalable, and meet compliance and security standards.Telephony and Infrastructure:• Manage configurations and troubleshooting for SIP trunks, PSTN access, SBCs, and PBX systems.• Implement contact centre components within NICE CXone, Genesys Cloud, Avaya, or Cisco platforms.• Design and support emergency routing and system failover scenarios.Application Integration:• Deliver CRM and third-party app integrations using REST or SOAP APIs.• Coordinate data flows between telephony platforms and business systems (Salesforce, Dynamics, etc.).• Conduct testing and validation of integration use cases.Technical Leadership:• Serve as an escalation point for complex contact centre infrastructure issues.• Mentor and support junior engineers and technical consultants.• Contribute to solution design documentation, handovers, and client technical briefings.Client Collaboration:• Participate in technical discovery workshops and requirement-gathering sessions.• Align solution architecture to client business goals.• Communicate clearly with technical and non-technical stakeholders.Required Skills & Experience:• 5+ years hands-on in telecoms or VoIP engineering roles, with at least 2 years in contact centre environments.• Strong experience with NICE CXone, Genesys, Avaya, or Cisco contact centre platforms.• Deep understanding of SIP, PSTN, SBCs, and IP telephony fundamentals.• Integration experience with CRMs and enterprise systems using web services/APIs.• Strong communication and stakeholder management skills.Preferred Skills:• Certifications in NICE CXone, Genesys Cloud, Cisco Collaboration, or Avaya.• Exposure to ITIL, TOGAF, or Agile project environments.• Experience in industries with regulatory requirements (e.g., finance, healthcare).Working Conditions:• May require evening and weekend work during key implementation phases.• Flexibility to travel to client sites as needed.Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.

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