contact center engineer

Openkyber

<div><p>Hi Greetings from OpenKyber! We are seeking an experienced Genesys Cloud Contact Center Engineer (SME/Tier IV) to design, implement, support, and optimize enterprise contact center solutions built on Genesys Cloud CX. This role involves advanced troubleshooting, system integration, automation, and collaboration with cross-functional teams to ensure high availability and performance of contact center services.</p>
<p><b>Position Title:</b> Genesys Cloud Contact Center Engineer SME/Tier IV</p>
<p><b>Location:</b> Remote (US Region Only, Eastern Time)</p>
<p><b>Duration:</b> 12 Month Contract with possible renewal</p>
<p><b>Tax:</b> W2, 1099</p>
<p><b>Job Description Key Responsibilities</b></p>
<ul><li>Design, configure, and maintain contact center solutions within Genesys Cloud CX.</li>
<li>Manage call flows, Architect flows, routing, queues, and user provisioning.</li>
<li>Implement IVR solutions, ACD strategies, and omnichannel capabilities (voice, chat, email, messaging).</li>
<li>Act as the escalation point for complex production issues.</li>
<li>Perform root cause analysis and implement permanent fixes.</li>
<li>Monitor system performance, availability, and reliability.</li>
<li>Develop and maintain integrations using REST APIs and web services.</li>
<li>Work with tools like Salesforce, ServiceNow, or other CRMs.</li>
<li>Automate workflows using scripting (Python, JavaScript).</li>
<li>Integrate third-party systems (WFM, speech analytics, bots).</li>
<li>Configure SIP trunks, telephony carriers, and BYOC deployments.</li>
<li>Work with cloud platforms such as Amazon Web Services or Microsoft Azure.</li>
<li>Ensure secure and scalable architecture.</li>
<li>Implement CI/CD pipelines for contact center configurations.</li>
<li>Use version control tools (e.g., Git).</li>
<li>Automate deployment and configuration management.</li>
<li>Ensure adherence to security standards and compliance requirements.</li>
<li>Implement role-based access control and data protection policies.</li>
<li>Create and maintain technical documentation and runbooks.</li>
<li>Collaborate with architects, developers, QA, and business stakeholders.</li>
<li>Provide mentorship to Tier I/II engineers.</li>
</ul><p><b>Required Skills &amp; Qualifications</b></p>
<ul><li>Strong hands-on experience with Genesys Cloud CX.</li>
<li>Expertise in IVR design, call routing, and Architect flows.</li>
<li>Experience with APIs, webhooks, and integrations.</li>
<li>Knowledge of SIP, VoIP, and telephony protocols.</li>
<li>Familiarity with cloud environments (AWS/Azure).</li>
<li>Scripting/programming (Python, JavaScript, or similar).</li>
<li>5+ years in contact center technologies.</li>
<li>3+ years specifically with Genesys Cloud or similar platforms.</li>
<li>Preferred certifications: Genesys Cloud CX certifications, Cloud certifications (AWS/Azure).</li>
</ul><p><b>Soft Skills</b></p>
<ul><li>Strong analytical and problem-solving skills.</li>
<li>Excellent communication and stakeholder management.</li>
<li>Ability to work in a fast-paced, 24/7 support environment.</li>
<li>Leadership and mentoring capability.</li>
</ul><p><b>Nice-to-Have</b></p>
<ul><li>Experience with Workforce Management (WFM) tools.</li>
<li>Knowledge of AI bots and conversational platforms.</li>
<li>Exposure to speech analytics and reporting tools.</li>
</ul><p><b>For applications and inquiries, contact:</b> hirings@openkyber.com</p></div>

Google Cloud Network Engineer

Nawy Real Estate

<div><p>We are seeking a skilled and motivated VoIP Engineer with hands-on experience in Asterisk</p><p>
(FreePBX), 3CX, and Zoom Phone to support, maintain, and enhance our contact center solutions.</p><p>
The ideal candidate will have strong technical expertise in VoIP systems, call routing, and integrations,</p><p>
along with a proactive approach to troubleshooting and optimization.</p><p></p><p>
Key Responsibilities</p><ul><li>Design, implement, and maintain VoIP and contact center solutions</li><li>Configure and manage Asterisk (Dialplan), FreePBX, and 3CX systems</li><li>Build, customize, and optimize call flows including IVR, queues, and call routing strategies</li><li>Monitor system performance and ensure high availability and reliability</li><li>Troubleshoot and resolve issues related to SIP signaling, RTP media, and VoIP infrastructure</li><li>Optimize overall system performance including call quality, latency, and routing efficiency</li><li>Integrate VoIP systems with external platforms such as CRM systems, APIs, and webhooks</li><li>Develop and maintain automation scripts using Python or Bash</li><li>Work with RESTful APIs and WebSockets for system integrations and enhancements</li><li>Collaborate with cross-functional teams to improve contact center operations</li></ul><b><br>
Requirements</b><p><br>
Bachelor&rsquo;s degree in Computer Science, Engineering, or a related field</p><ul><li>1&ndash;2 years of experience in VoIP or Contact Center environments</li><li>Strong understanding of SIP, RTP, IVR systems, queues, and call routing</li><li>Hands-on experience with Asterisk (FreePBX) and 3CX</li><li>Solid understanding of networking fundamentals (TCP, UDP, NAT, Firewalls)</li><li>Experience implementing and supporting contact center solutions</li><li>Experience with API integrations (RESTful APIs, JSON, webhooks)</li><li>Basic scripting or programming skills (Python or Bash)</li><li>Familiarity with Linux systems and environments</li><li>Experience with VoIP monitoring and troubleshooting tools</li><li>Familiarity with CRM systems or third-party integrations</li><li>Nice to have experience with Zoom Phone or Zoom Contact Center</li></ul></div>

VoIP Engineer

Canvas Digitals

<p>We are looking for a <b>VoIP Engineer / VICIdial Specialist</b> to manage and optimize our contact center voice infrastructure. This role is ideal for someone with strong expertise in <b>SIP, Asterisk, and dialer systems</b>, who can ensure high call quality, system reliability, and campaign performance.</p><p><b>Key Responsibilities</b></p><p><b>VICIdial &amp; Dialer Management</b></p><ul><li>Configure and maintain VICIdial (v10/v11) systems</li><li>Manage inbound, outbound, and blended campaigns</li><li>Optimize dial levels, hopper settings, and campaign efficiency</li><li>Troubleshoot live call issues (call drops, delays, poor audio quality)</li></ul><p><b>VoIP &amp; SIP Engineering</b></p><ul><li>Manage SIP trunks and carrier connections</li><li>Troubleshoot SIP/RTP issues (latency, jitter, one-way audio)</li><li>Work with Asterisk-based telephony systems</li><li>Support integrations with Kamailio and/or FreeSWITCH (preferred)</li></ul><p><b>System &amp; Infrastructure</b></p><ul><li>Administer Linux servers (Debian, CentOS, Rocky Linux, openSUSE)</li><li>Monitor server performance, logs, and uptime</li><li>Perform database maintenance (MySQL/MariaDB backups and optimization)</li></ul><p><b>Requirements</b></p><ul><li>Proven experience with <b>VICIdial and VoIP systems</b></li><li>Strong knowledge of <b>SIP, RTP, and Asterisk</b></li><li>Hands-on experience with <b>Linux server administration</b></li><li>Basic database management skills (MySQL/MariaDB)</li><li>Excellent troubleshooting and problem-solving skills</li></ul><p><b>Preferred Qualifications</b></p><ul><li>Experience with <b>Kamailio or FreeSWITCH</b></li><li>Background in <b>call center / contact center environments</b></li></ul><p><b>What We Offer</b></p><ul><li>Competitive salary package</li><li>Growth opportunities in a fast-paced environment</li><li>Exposure to advanced VoIP and telephony technologies</li><li>Supportive and collaborative team</li></ul><p>Job Type: Full-time</p><p>Pay: Up to Rs60,000.00 per month</p><p>Work Location: In person</p>

VoIP Engineer / VICIdial Specialist

Ethics HR

<p><b>Job Responsibilities:</b></p><ul><li>Ensuring that all collaboration, voice, and data platforms (including Cisco Webex, Cisco Unified Communications Manager, and contact center systems) are operating efficiently and meeting defined performance, availability, and quality standards.</li><li>Conducting daily health checks for UC and collaboration systems, including call processing nodes, contact center platforms, recording systems, and supporting network infrastructure to ensure service continuity.</li><li>Participating in Disaster Recovery (DR) planning and implementation for unified communications platforms, including failover testing for call control, contact center, and recording solutions.</li><li>Managing and maintaining third-party voice and connectivity integrations, including SIP trunks, PSTN providers, and external contact center or recording platforms.</li><li>Implementing and supporting lifecycle management processes for voice services, including installation, configuration, administration, and maintenance of:</li><li>IP telephony endpoints (Cisco IP Phones, softphones).</li><li>Call control systems such as Cisco Unified Communications Manager.</li><li>Collaboration platforms like Cisco Webex.</li><li>Administering contact center solutions such as Cisco Unified Contact Center Express or Cisco Webex Contact Center, including call routing, IVR configuration, agent management, and reporting.</li><li>Implementing and maintaining network and UC infrastructure components, including switches, routers, WAN optimization, and network management tools, with a focus on QoS optimization for voice and video traffic.</li><li>Adhering to Security policies concerning administering applications and troubleshooting issues.</li><li>Maintaining complete documentation of all administration activities, configuration and changes to all databases.</li><li>Abiding to HR policies, code of ethics and Bank&rsquo;s internal rules approved and applied to preserve alBaraka Bank image.</li><li>Participating in minimizing the operational risk in the all the Bank.</li><li>Protecting the data &amp; information under his/her authority &amp; contacting the information security Team in case of suspecting any data confidentiality breaching.</li><li>Abiding to CBE instructions, Compliance &amp; Governance and Anti-Money Laundry rules.</li></ul><p>Executing any other task assigned by the Direct Manager/ the Head of Sector.</p><p><b>Job Requirements:</b></p><ul><li>Bachelor&rsquo;s degree in IT, Computer Science, Engineering or related field from a reputable university.</li><li>Minimum 4 years&rsquo; experience in relevant work.</li><li>Fluent in English.</li><li>Certification in network scope (CCNA, CCNP, etc.) or comparable work experience will be given preference.</li><li>Communication Competency.</li></ul><p>Job Type: Full-time</p><p>Work Location: In person</p>

Collaboration Engineer

Anotech

<div>
 <p>
  <strong>
   Job Purpose:
  </strong>
 </p>
 <p>
  Participate in 24x7 operations support, including being part of an on-call rotation to promptly attend to incidents reported.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications And Experience:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Electronics &amp; communication / Telecommunications or computer science or Equivalent degree with relevant No of years and experience.
  </li>
  <li>
   Minimum 3-4 years of experience in IP Telephony / UC Platform / IP-CC / TP / conferencing.
  </li>
  <li>
   Understanding for Network Design / Call routing / PRI / BRI.
  </li>
  <li>
   Understanding for Telecom Environment &amp; Connectivity &amp; Call flows.
  </li>
  <li>
   Basic understanding for IP -Networking.
  </li>
  <li>
   Understanding for Design, Coding, call routing, and ICM script Implementation, Technologies of IPCC and IP &ndash;Telephony.
  </li>
  <li>
   Understanding for ICM Scripting &amp; Call manager
  </li>
  <li>
   Voice Gateway Configuration.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Skillset:
  </strong>
 </p>
 <ul>
  <li>
   SQL Server
  </li>
  <li>
   CVP
  </li>
  <li>
   Quality Management and Call Recording in contact Center.
  </li>
  <li>
   Interpersonal skills
  </li>
  <li>
   Team orientation
  </li>
  <li>
   Communication skills
  </li>
  <li>
   Technology understanding capability
  </li>
  <li>
   Project and staff management
  </li>
 </ul>
 <p>
 </p>
</div>


IVR / HCS Operation Support Engineer

HSBC

<div>
 The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we&rsquo;re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
 <br/>
 <br/>
 Some careers have more impact than others.
 <br/>
 <br/>
 If you&rsquo;re looking for a career where you can make a real impression, join HSBC and discover how valued you&rsquo;ll be.
 <br/>
 <br/>
 HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
 <br/>
 <br/>
 <strong>
  Some Careers Have More Impact Than Others.
  <br/>
  <br/>
 </strong>
 If you&rsquo;re looking for a career where you can make a real impression, join HSBC and discover how valued you&rsquo;ll be.
 <br/>
 <br/>
 HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
 <br/>
 <br/>
 We are currently seeking an experienced professional to join our team in the role of
 <strong>
  GSC HBME
 </strong>
 <strong>
  CONTACT CENTER
  <br/>
  <br/>
 </strong>
 <strong>
  Principal Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Impact on the Business
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer&rsquo;s issues at first contact where possible.
  </li>
  <li>
   Delivers what is promised in line with customer expectations
  </li>
  <li>
   Offers value added products and services based on customer needs analysis and ensures customer understanding of those products
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Customers / Stakeholders
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications
  </li>
  <li>
   Generating customer loyalty through strong knowledge of key products and services
  </li>
  <li>
   Owns and resolves issues and understands how and when to escalate
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Leadership &amp; Teamwork
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
  </li>
  <li>
   Values diversity amongst team
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Operational Effectiveness &amp; Control
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
  </li>
  <li>
   Maintains HSBC internal control standards
  </li>
  <li>
   Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must be university graduate in any discipline
  </li>
  <li>
   Must be proficient language(s) required by the process
  </li>
  <li>
   Open to working flexible shifting schedules
  </li>
  <li>
   Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
  </li>
  <li>
   Takes pride in delivering what is promised in line with the customer and service expectations
  </li>
  <li>
   Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
  </li>
  <li>
   Ability to work in a high-volume, fast paced environment is required
  </li>
  <li>
   Proficiency with personal computers and basic software packages and specialised applications
  </li>
  <li>
   Excellent communication skills and is polite and friendly at all times
  </li>
  <li>
   Displays patience and empathy
   <br/>
   <br/>
  </li>
 </ul>
 Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
 <br/>
 <br/>
 The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
 <br/>
 <br/>
 <strong>
  You&rsquo;ll achieve more when you join HSBC.
  <br/>
  <br/>
 </strong>
 HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.&rdquo;
 <br/>
 <br/>
 Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
 <br/>
 <br/>
 <ul>
  <li>
   Issued By HSBC Electronic Data Processing (EGYPT) Private LTD***
   <br/>
   <br/>
  </li>
 </ul>
 HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.&rdquo;
 <br/>
 <br/>
 Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
 <br/>
 <br/>
 ***Issued By HSBC Electronic Data Processing (Egypt) Private LTD***
</div>


CSE Contact Center

Tata Consultancy Services (TCS)

<div></div><div><div><div><div><div>Must Have Technical/Functional Skills
</div><ul><li> 10+ years of professional experience working within a product, project, or program management role.
</li></ul><ul><li> Broad experience working with Contact Center and/or e-Commerce systems and technologies (ex. payments/financing applications, order maintenance tools, workforce management applications, telephony/chat systems and infrastructure).
</li></ul><ul><li> Proven ability to communicate effectively and influence at all levels of an organization.
</li></ul><ul><li> Experience working in a hands-on role, with total ownership for driving initiatives in their portfolio. Demonstrated experience should include being an interface role between business and technical teams.
</li></ul><ul><li> Ability to understand and explain complex business processes, systems, and tools with a keen focus on upstream/downstream impact
</li></ul><ul><li> Highly experienced working in a global organization, where work may include a mix of regional or global scope and has familiarity and has used both Waterfall and Agile project management methodologies in their prior work experience.
</li></ul><ul><li> Experience with SAP (S4 HANA), awareness of AI application within a contact center environment, knowledge of Genesys routing solutions, order to cash processes, etc. are differentiating and desirable skillsets.
</li></ul><ul><li> PMP or Certified Scrum Master.
</li></ul><ul><li> Experience supporting or leading programs that implement generative AI and/or agentic capabilities within customer-facing or operational environments, including integration with existing enterprise systems and workflows
</li></ul><ul><li> Should be a technical and analytical problem solver, stitches between their work and the broader strategy, and demonstrates adaptability in their approach to solving problems.
</li></ul><ul><li> Prior Apple experience in Retail/eCom domain is preferred</li></ul><div><br>
</div>
<div></div><br>
<div>Salary Range:$70,000-$130,000 a year
</div><div>#LI-AS3
</div></div></div></div><div><div><div><b>Location</b></div>
<div>Austin, TX</div>
</div><div><div><b>Job Function</b></div>
<div>TECHNOLOGY</div>
</div><div><div><b>Role</b></div>
<div>Engineer</div>
</div><div><div><b>Job Id</b></div>
<div>404194</div>
</div><div><div><b>Desired Skills</b></div>
<div>Agile | Program Management | Enterprise Warehouse Management</div>
</div><div><div><b>Salary Range</b></div>
<div>$70,000-$130,000 a year</div></div></div></div><div></div>

EPM Engineer

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