CCaaS Engineer (Remote, Any Location, PH)

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. - Originally posted on Himalayas