Genesys CCaaS Implementation Engineer (Cloud CX/NICE CXone)

AIQU; Dubai; On-site; AED 357,000 - 580,000; Full time

Job summary

AIQU in Dubai seeks an experienced CCaaS Implementation & Support Specialist with hands-on Genesys Cloud CX and NICE CXone expertise. The role covers end-to-end design, implementation, integration, migration and L2/L3 production support for enterprise cloud contact centers.

Responsibilities include designing and delivering voice, digital and bot flows; managing the delivery lifecycle; and collaborating with CRM teams for Salesforce, Dynamics and other integrations. Immediate joiners preferred.

Qualifications

• 5+ years of contact center technology experience.
• Hands-on experience with Genesys Cloud CX and NICE CXone.
• Strong knowledge of REST APIs, SSO, OAuth, JSON, and RBAC.
• Experience with integration to CRMs and cloud telephony.

Responsibilities

• Design and implement Genesys Cloud CX and NICE CXone solutions covering Voice, IVR, Digital, Outbound, Recording, QM, WFM, Analytics, and Reporting.
• Lead the complete delivery lifecycle: requirements gathering, solution design, build, integration, testing, user training, UAT, migration, go-live, hypercare, and production support.
• Produce HLD/LLD, architecture diagrams, call flows, integration designs, network/firewall requirements, test plans, and migration documentation.
• Provide L2/L3 troubleshooting and RCA for complex routing, telephony, API, SSO, recording, digital, reporting and agent desktop issues.
• Develop complex Voice, Digital & Bot Flows in Genesys Architect and Nice CXOne Studio.
• CCaaS Integrations with Salesforce, Dynamics and other CRMs.
• Hands on Experience in REST API Integrations, SSO, OAuth, JSON, JSONPath, and VTL.
• Implement and troubleshoot BYOC Cloud/Premises, SIP/SIPS, RTP/SRTP, WebRTC, PSTN Integrations with Genesys cloud & Nice CXone.
• Conduct customer workshops, technical demonstrations, training, knowledge transfer.
• Work with telecom, network, security, CRM, and vendor teams for troubleshooting and resolving issues.

Skills

Genesys Cloud CX

NICE CXone

CCaaS

REST API

SIP/WebRTC

SAML SSO

RBAC

Terraform

Python

Tools

Genesys Architect

BYOC Cloud

Terraform

Python

Job description

AIQU in Dubai seeks an experienced CCaaS Implementation & Support Specialist with hands-on Genesys Cloud CX and NICE CXone expertise. The role covers end-to-end design, implementation, integration, migration and L2/L3 production support for enterprise cloud contact centers.

Responsibilities include designing and delivering voice, digital and bot flows; managing the delivery lifecycle; and collaborating with CRM teams for Salesforce, Dynamics and other integrations. Immediate joiners preferred.