Qureos

FIND_THE_RIGHTJOB.

CCaaS Professional Services Engineer

JOB_REQUIREMENTS

Hires in

Not specified

Employment Type

Not specified

Company Location

Not specified

Salary

Not specified

Job Description:
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 more than 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 seamless experiences to customers in the moments that matter.
Business Unit Summary
At Foundever, we are revolutionizing customer experience with cutting-edge digital solutions. As we continue to grow, we are building a pioneering Digital Services organization and seeking exceptional talent to join our Professional Services – CAI team.
This is your chance to be part of a dynamic, forward-thinking group working on high-impact projects that drive innovation in the Conversational AI space. If you’re passionate about end-to-end solution implementations, top-tier CX technology, and customer success, this role is for you.
Job Summary
As a CCaaS PS Engineer, you will architect and perform solution implementations and ensure the success of our client projects from start to finish.
Key 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
Qualifications – Experience
  • 3-7 years of strong expertise in Genesys/ CXone (other platforms are a plus)
  • Certificated Genesys Cloud Professional (GCP)
  • 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.
#LI-MB2
#LI-Remote

© 2025 Qureos. All rights reserved.