About Foundever ™
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 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
Business Unit Summary
At Foundever, we are revolutionizing customer experience (CX) by migrating all premise-based voice solutions to Cloud Contact Centre Technologies. We are expanding our elite CCaaS engineering team, and we're looking for exceptional talent to join our – Enterprise CCaaS IT 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!
Job Summary
As a CCaaS SeniorEngineer, you will architect and perform solution implementations and ensure the success of our client projects from start to finish.
Responsibilities
Your key responsibilities will include:
- 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
- Troubleshooting & Support: Acting as a Tier 3 escalation point for platform outages, SIP/telephony issues, or audio quality problems. This includes working directly with vendors for troubleshooting complex issues.
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
Projects
- Support project lifecycle – scoping, build, testing, and production deployment
- Collaborate with cross-functional teams including Project Management, 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
Experience
- 5+ years of strong expertise in Genesys and experience with NICE CXone/ Amazon Connect/ Zoom Contact Center platforms is 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.
Certifications
- Genesys Cloud Professional (GCP) required, any additional CCaaS Provider or cloud certifications would be beneficial
Technical Skills
- 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
What We Offer
- Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
- Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.
- Competitive compensation. Attractive salary and benefits package.
- Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.
