CCaaS Engineer

At Foundever, we are revolutionizing customer experience (CX) with cutting-edge digital solutions.  As we grow, we are building a pioneering Digital Services organization, and we’re looking for exceptional talent to join our Professional Services – CcaaS team.  This is your chance to be part of a dynamic, forward-thinking team working on high-impact projects that drive innovation in the CCaaS space! 

If you’re passionate about end-to-end solution implementations, working with top-tier CX technology, and driving customer success, this role is for you!   As a CCaaS PS Engineer, you will architect and perform solution implementations and ensure the success of our client projects from start to finish. 

Job Responsibilities

Solution Design  

• Collaborate with clients to capture business and technical requirements


• Design scalable CCaas solution leveraging Architect / Visio, routing, and digital channels


• Develop IVR and bot workflows


• Define technical integration strategies (REST APIs, webhooks, middleware) 

Implementation & Configuration 

• Configure CCaaS components such as routing, queues, skills, wrap codes, user profiles


• Build and optimize inbound/outbound voice, chat, email, and messaging flows


• Integrate external systems such as CRM, WFM or custom apps


• Develop and deploy custom scripts, data actions as needed 

Programming & Development  

• Write and test code for integrations and automation, as needed


• Use OAuth2, API keys, and secure authentication for external system connectivity


• Create middleware components 

Project Delivery     

• Support project lifecycle – scoping, build, testing, and production deployment


• Collaborate with cross-functional teams including Project Management, Sales, BI, Operations, etc


• Provide technical documentation, user guides, and training as required 

Optimization & Support 

• Conduct post-implementation reviews to enhance performance and efficiency


• Stay current with new CCaaS releases  

Why You’ll Love This Role

• Be at the forefront of CX transformation, working with leading CCaaS technologies, specially Genesys delivery


• Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment


• Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results


• Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills


• Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills 

Skills and Qualifications

• 3-7 years of strong expertise in Genesys/ CXone (other platforms are a plus)


• Experience in designing and deploying Omnichannel solutions (voice, chat, email, messaging)


• Understanding JSON, Web Services, and Middleware frameworks


• Excellent communication and interpersonal skills—able to run meetings and workshops, present confidently, and write functional specifications


• Strong organizational skills, especially in high-pressure environments, with the ability to manage multiple projects effectively


• A collaborative team player who can also work independently with minimal supervision


• Fluent in English, with other languages being a plus


• A proactive attitude, with a passion for learning and keeping up with the latest industry trends


• Microsoft Office Suite: Powerpoint, Excel, PowerBI, etc.


• Genesys Cloud Professional (GCP) required


• Strong hands-on experience with Genesys Cloud Architect, routing, and call flows


• Proficiency in APIs (REST/JSON), OAuth2, and integration design


• Experience with Javascript, Python for automation and API scripting


• Knowledge of Contact Center technologies – IVR, SIP trunking, telephony, ACD, WFM, and CRM integration


• Power Bi experience preferred 

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

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