Senior Engineer – Platform – Network Services

Senior Engineer – Platform – Network Services

Requirements

• Proficient in API development and integrations (REST, SOAP, JSON, etc.).
• Expertise in CCaaS platforms such as Genesys, Amazon Connect, Five9, Twilio, or similar.
• Proficiency with WFM tools (e.g., NICE, Verint, Aceyus).
• Strong knowledge of CRM platforms like Salesforce or Microsoft Dynamics.
• Hands-on experience with call recording solutions like Verint or NICE Systems.
• Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies.

Responsibilities

• Lead the design, deployment, and configuration of CCaaS platforms (e.g., Genesys, Nice, Five9, Amazon Connect, or other cloud-based solutions) with Avaya PBX.
• Provide ongoing support, maintenance, and optimization of CCaaS systems to ensure reliability, performance, and scalability.
• Troubleshoot and resolve issues related to CCaaS infrastructure and integration points.
• Collaborate with management to define and optimize KPIs, SLA adherence, and operational efficiency.
• Ensure proper synchronization of contact center activities and customer insights from the CRM.
• Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis.
• Oversee the configuration and management of dialer systems (e.g., predictive, preview, power, auto-dialers) to improve contact efficiency and agent productivity.
• Ensure effective dialing strategies and compliance with regulations (e.g., TCPA).
• Lead the integration of third-party systems with CCaaS solutions via APIs, including integrations with CRM, WFM, billing, and other backend systems.
• Develop and maintain custom scripts and tools for system integration and automation.
• Provide support for Avaya-specific features such as ACD, Trunks and Dial patterns ensuring the integration aligns with cloud contact center environments.

Preferred Qualifications

No preferred qualifications provided.