REQUIRED EXPERIENCE & SKILLS:

• Technical delivery experience across one or more platforms:
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• NICE CXone, Verint , Cisco Webex CC

• Strong experience in:
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• Business requirements gathering and documentation

• Call flow and IVR design
• API development and integration
• CRM and messaging platform integration
• Agile methodologies and tooling

ABOUT THE ROLE:

FinXL IT Professional Services is seeking a Senior Contact Centre Engineer to work on a high-impact project for one of our leading Telecommunications clients. This role focuses on the design, implementation, and delivery of contact centre solutions across multiple digital channels.

KEY RESPONSIBILITIES:

• Lead and support pre- and post-sales deployments of Contact Centre solutions for new and existing opportunities.
• Collaborate with cross-functional teams including Pre-Sales, Solution Architects, PMO, Support, and external vendors.
• Act as Technical Lead on deployments, guiding other engineers and third-party vendors.
• Design and document call flows, IVR applications, and integration architectures.
• Develop and execute test plans, document results, and ensure solution quality.
• Participate in Agile delivery using tools like JIRA and Confluence.
• Present and demonstrate solutions in customer meetings, forums, and conferences.