CCaaS Professional Services Engineer

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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.

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