Senior Contact Centre Engineer

at  FinXL

JOB DESCRIPTION

We are seeking an experienced and highly skilled Senior Contact Center Engineer to join our growing team. This role involves leading the development, management, and deployment of Contact Center (CC) solutions for both new and existing sales opportunities. You will work closely with Pre-sales teams, Solution Architects, Project Managers, Support Teams, and external vendors to ensure successful deployment and ongoing management of CC technologies.
As a Senior Contact Center Engineer, you will play a pivotal role in leading technical efforts, designing, documenting, and implementing robust Contact Center solutions. You may also take on Technical Lead responsibilities, guiding junior engineers and third-party vendors through key deployments.

KEY REQUIREMENTS:

Essential:

• 5+ years of experience in ContactCenter technical solution delivery with expertise in one or more of the following platforms:
• NICE CXone
• Cisco Webex CC, UCCE
• Genesys Cloud CX, Multicloud CX
• Amazon Connect
• Verint
• Avaya
• Solid experience in business requirement gathering, call flow design, and documentation.
• Demonstrated technical leadership experience, working closely with project teams and vendors.
• Proficiency in Web Services, API development, and test plan development and execution.
• Experience in IVR application development.
• Ability to work effectively under pressure and meet deadlines.
• Strong written and verbal communication skills with the ability to engage stakeholders at all levels.

Desirable:

• Experience with Google CCAI, integration with third-party messaging services (e.g., WhatsApp, Facebook Messenger), and CRM solutions (e.g., Salesforce, ServiceNow, Microsoft Dynamics).
• Familiarity with Agile project delivery methods (e.g., JIRA, Confluence) and CRM API integration.
• Experience with Contact Center WFM and reporting functions.
• Relevant certifications in Contact Center solutions such as NICE CXone, Cisco Webex CC, Genesys Cloud, or AWS Cloud.
• Knowledge of Business Intelligence tools such as Snowflake, eMite, Power BI.
• Government Base Security Clearance (NV1 or higher).

Skills & Knowledge:

• Strong domain knowledge of Contact Center technologies and industry trends.
• Ability to work autonomously as part of a distributed team.
• Experience in presenting live CC solution demos to customers and at industry events.
• Strong project management and interpersonal skills to coordinate cross-functional team activities.
• Technical expertise in relational databases (e.g., SQL Server).

• Deliver specialist technical expertise for CC Engineering Deployments, from pre-sales to post-implementation.
• Collaborate with cross-functional teams, including Pre-sales, Solution Architects, Project Managers, and external vendors to ensure successful deployments.
• Lead the technical execution of projects, ensuring high-quality delivery and troubleshooting of complex issues.
• Design and document effective solutions tailored to client requirements, ensuring scalability and functionality.
• Oversee the successful and timely completion of technical tasks and projects.
• Provide thought leadership in Contact Center technologies and best practices to both internal teams and clients.