Senior Contact Centre Engineer

1 day ago

City of London, United Kingdom Advanced Resource Managers Full time

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. Qualifications: Required Skills & Experience: * 5yrs+ hands-on in telecoms or VoIP engineering roles, with at least 2yrs 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. Some of the benefits include: Healthcare and dental insurance Company pension is matched up to 5% 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days Life assurance - 4 x annual salary Cycle to work scheme Client prioritises internal development opportunities and offer access to our Udemy training platform with over training courses Disclaimer This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.

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