CCaaS & UC Recording Engineer

About Foundever ™

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 +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.

Department Summary

Enterprise IT (Information Technology)
This team is part of the Enterprise CCaaS & WFM IT department, responsible for providing CCaaS and UC interaction recording services globally across Foundever.

Job Summary

As a CCaaS & UC Recording Engineer, we are seeking a dynamic Digital Recordings Specialist to join our team and lead the effort in EMEA within the Digital Recordings space. In this role, you will play a crucial part in ensuring our recordings platforms and adjunct systems are efficient, reliable, and innovative. You will oversee daily operations and collaborate with various teams to meet our technical & compliance requirements. This position offers the opportunity to stay at the forefront of emerging technologies, manage vendor relationships, and contribute to the professional growth of your specialist area.

Key Responsibilities:

• Oversee daily operations of call recording infrastructure, ensuring all voice and screen recordings are captured accurately and stored securely according to compliance requirements.
• Support vendors in system upgrades, new implementations, and troubleshooting of call recording platforms while ensuring minimal disruption to business operations.
• Conduct regular assessments of recording quality, storage capacity, and system performance, proposing enhancements to improve reliability and compliance standards.
• Lead troubleshooting efforts to resolve call recording issues swiftly, ensuring continuous capture of customer interactions and minimizing data loss.
• Maintain comprehensive documentation of recording system architecture, retention policies, encryption standards, and all related data flows.
• Effectively manage the support ticket queue for call recording issues, prioritizing critical system failures and compliance-related concerns.
• Ensure compliance with data protection regulations, retention policies, and industry standards while maintaining proper access controls and audit trails.
• Adhere to corporate security policies and ensure all system changes meet regulatory requirements for financial call recording.
• Work effectively in a high-pressure environment where system reliability and data integrity are crucial. Perform detailed technical analysis of recording failures and quality issues.
• Stay updated on emerging call recording technologies, compliance requirements, and industry best practices, recommending solutions to enhance monitoring capabilities.
• Provide technical guidance on call recording systems, conduct user training, and support quality assurance teams in utilizing recording platforms effectively.

Required Experience:

• 3-4 years of experience at an engineer level working with Voice related systems
• Team management experience preferred
• Proven track record of successful collaboration with global organization partners through projects.
• 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.

Technical Skills & Certifications

• Strong knowledge of telecom systems and networks, including but not limited too.
• Nice Engage - Foundever's Main Interactions Recording Platform
• CCaaS/UCaaS - Genesys, AWS Connect, NICE CXOne, Zoom and Ring Central
• WordWatch by BSL
• SIPRec
• NICE Certified Administrator would beadvantageous- but notessential

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.