Contact Centre Engineer

We are looking for an experienced Senior Contact Center Solutions & Implementation Engineer to independently lead the technical delivery of an enterprise contact-center implementation and integration engagement. This is a hands-on contract opportunity for a senior engineer who is comfortable taking ownership of a project from technical discovery and solution architecture through configuration, integration, testing, deployment, stabilization, and handoff. The ideal candidate combines strong software and systems engineering skills with practical experience in contact-center technologies, voice/telephony environments, enterprise integrations, APIs, CRM systems, databases, and cloud-based solutions.

• Take end-to-end technical ownership of contact-center solution implementation and deployment.
• Participate in technical discovery and translate business requirements into scalable technical solutions.
• Design solution architecture covering contact-center applications, voice/telephony services, CRM platforms, databases, APIs, analytics, and other integrated systems.
• Configure and customize contact-center solutions based on functional requirements and implementation best practices.
• Design, build, test, and troubleshoot integrations between enterprise applications.
• Develop and consume REST APIs, web services, webhooks, and other integration interfaces.
• Perform data mapping, transformation, synchronization, and migration where required.
• Design and optimize relational database structures, queries, and supporting data workflows.
• Troubleshoot complex issues involving applications, APIs, databases, networked services, configuration, and system integrations.
• Coordinate technical dependencies between multiple applications and services.
• Create technical implementation, testing, deployment, and rollback plans.
• Support system integration testing and user acceptance testing.
• Diagnose and resolve defects identified during implementation and testing.
• Lead production deployment and post-deployment stabilization activities.
• Communicate implementation progress, risks, blockers, and technical recommendations clearly to stakeholders.
• Maintain accurate technical and operational documentation.
• Provide knowledge transfer and a structured technical handoff at the completion of the engagement.
• Provide technical guidance to other engineers when required.

• Strong hands-on experience with several of the following: Contact Center & Voice Technologies Contact center / CCaaS platforms Voice and telephony systems Call routing and queue management IVR concepts and workflows ACD / skills-based routing CTI integrations Agent and customer interaction workflows Call recording and voice-processing systems Omnichannel customer engagement Contact-center reporting and analytics
• Experience with platforms such as NiCE, Genesys, Five9, Cisco, Amazon Connect, Twilio Flex, or comparable enterprise contact-center technologies is highly desirable.
• Strong experience with: RESTful APIs Web services Webhooks JSON / XML API authentication and authorization OAuth / token-based authentication Third-party application integrations CRM integrations Data synchronization Event-driven integrations Middleware or integration services
• Experience integrating systems such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, or similar enterprise platforms is advantageous.
• Hands-on experience with one or more of the following: Java / Spring Boot C# / .NET Python JavaScript / TypeScript Node.js PowerShell or Bash SQL