Contact Center Platform Engineer Voice & Omnichannel

SummitNext is fast growing BPO and technology company with operations in Malaysia, Philippines, India and Uzbekistan.

We are currently hiring for a Contact Center Platform Engineer who owns the deployment, configuration, and ongoing technical operations of the voice and omnichannel delivery infrastructure within Client LaunchPad. This role is responsible for building production-grade CCaaS environments for enterprise clients — standing up ACD/IVR systems, omnichannel routing, call recording, and workforce management integrations that are the operational backbone of every Client client account.

This is a hands-on platform configuration and integration role. The engineer works directly from design specifications provided by the US-based platform architecture team and is accountable for delivery quality, documentation, and operational readiness of each client environment.

Key Responsibilities

Voice & IVR Platform Deployment

• Configure and deploy Voice/IVR call flows within CCaaS platforms (Genesys Cloud, NICE CXone, Five9, or Cisco UCCE/PCCE)
• Build and maintain ACD routing strategies — skill-based routing, priority queuing, overflow handling, and failover logic
• Implement IVR self-service flows: DTMF and speech-enabled menus, authentication prompts, and CRM lookup integrations
• Configure SIP trunking, PSTN connectivity, and DID management for client telephony environments
• Set up and validate call recording and screen recording per client compliance requirements (HIPAA, IRS 1075, PCI-DSS)

Omnichannel Routing & Digital Channels

• Configure omnichannel routing for chat, SMS, email, and social channels within the CCaaS platform
• Integrate webchat and SMS connectors — configure routing rules, queue assignment, and escalation paths to voice
• Set up unified interaction handling: blended agent desktops, interaction histories, and cross-channel context passing
• Configure caller/customer authentication flows including ANI-based authentication and knowledge-based authentication (KBA)

Workforce Management Integration

• Integrate WFM platform (Verint, NICE WFM, or equivalent) with ACD for real-time agent state feeds and adherence monitoring
• Configure schedule import/export workflows between WFM and CCaaS for agent scheduling accuracy
• Set up real-time and historical reporting feeds from ACD to WFM and reporting platforms

Quality Management Configuration

• Configure call and screen recording capture, storage, and retrieval workflows for quality monitoring programs
• Set up interaction scoring workflows and quality monitoring dashboards within CCaaS quality management module
• Implement interaction filtering and sampling rules aligned to client QA program requirements

Integrations & API Connectivity

• Build CRM screen-pop integrations (Salesforce, ServiceNow, or custom CRMs) using REST APIs and CTI middleware
• Configure agent desktop toolbars and softphone integrations for clean, single-pane agent experience
• Maintain integration health monitoring and document API dependency maps for each client environment

Required Qualifications

• 4–8 years of hands-on CCaaS platform engineering experience in a contact center or BPO environment
• Proficiency in at least one major CCaaS platform: Genesys Cloud CX, NICE CXone, Five9, Cisco UCCE/PCCE, or Amazon Connect
• Solid understanding of SIP/VoIP telephony fundamentals, ACD routing logic, and IVR design
• Experience with REST API integration and CTI middleware configuration
• Working knowledge of call recording platforms and compliance recording requirements
• Ability to produce technical documentation: configuration guides, runbooks, and integration specifications

Preferred

• Genesys Cloud CX certification (GCX Professional or equivalent) or NICE CXone certification
• Experience configuring omnichannel routing across voice, chat, email, and social in a single platform
• Familiarity with Microsoft Azure Communication Services for cloud telephony
• Experience in regulated industry environments (healthcare, government) with compliance recording requirements

Success Metrics

• Client CCaaS environments deployed and operational within agreed timelines — zero delays attributed to engineering
• Voice and omnichannel routing configurations documented and tested before go-live for every new client
• Call recording compliance validated for all active accounts subject to regulatory requirements
• Zero P1 production incidents attributed to misconfiguration or undocumented platform changes
• All integration points documented with dependency maps maintained and current