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
