CCaaS Expert (Genesys Cloud and/or Amazon Connect) CONTACT CENTER Clichy-Levallois

Ikatan; Clichy; On-site; EUR 90,000 - 110,000; Full time

Benefits offered by this job

Premium facilities

PS5 & Switch 2

Health insurance

Meal vouchers Swile

Holiday bonus

Foosball table

Ping-pong table

Job summary

Ikatan is seeking a CCaaS Expert specializing in Genesys Cloud and/or Amazon Connect to lead large-scale migrations from on-premises to cloud. You will design target architectures, omnichannel routing, and complex IVR flows while ensuring secure, high-quality user experience.

In this role you will integrate CCaaS with CRM, APIs and Lambda, configure high availability, review existing environments, and guide migrations to SaaS/Cloud solutions. Collaborative, meticulous professionals thrive here.

Qualifications

• Five-year engineering degree or equivalent.
• Experience in the contact center/telecommunications industry.
• Led migration projects to SaaS/Cloud solutions.

Responsibilities

• Strategically manage the phase-out of on-premises infrastructure in favor of Cloud-Native solutions (Genesys Cloud CX or Amazon Connect).
• Design target architectures, omnichannel routing strategies, and complex IVR flows.
• Ensure CCaaS integration with CRM, APIs, webhooks, and Lambda functions.
• Configure high availability and QoS for large-scale VoIP traffic.
• Audit existing environments (Avaya, Cisco, Genesys Engage) and recommend the best migration paths.

Skills

Genesys Cloud

Amazon Connect

VoIP/SIP

Terraform

AWS CDK

Python

CRM CTI

Education

Five-year engineering degree

Job description

CCaaS Expert (Genesys Cloud and/or Amazon Connect)

Join our Unified Communications division and lead large‑scale, secure migrations from legacy systems to the cloud. Your goal is to execute these migrations while ensuring a seamless, high‑quality user experience.

Responsibilities

• Strategically manage the phase‑out of on‑premises infrastructure in favor of Cloud‑Native solutions (Genesys Cloud CX or Amazon Connect).
• Design target architectures, omnichannel routing strategies, and complex IVR flows.
• Ensure CCaaS integration with CRM, APIs, webhooks, and Lambda functions.
• Configure high availability and QoS for large‑scale VoIP traffic.
• Audit existing environments (Avaya, Cisco, Genesys Engage) and recommend the best migration paths.

Technical Skills

• Advanced proficiency in Genesys Cloud and/or Amazon Connect (certifications are a huge plus).
• Solid foundation in VoIP/SIP networks and protocols.
• Ability to script for deployment automation (Terraform, AWS CDK, Python).
• Knowledge of CRM ecosystems for CTI integration.

Personality

• Meticulous: Migrating thousands of users leaves no room for improvisation.
• Collaborative: You enjoy sharing knowledge and learning from the team.
• Curious: Always on the lookout for new features from CCaaS providers.

Experience

• Five‑year post‑secondary degree in engineering or equivalent.
• Experience in the contact center/telecommunications industry.
• Successfully led migration projects to SaaS/Cloud solutions.

Benefits

• Role with diverse and cross‑functional responsibilities.
• Young, dynamic team with positive energy.
• Key pillar of a rapidly growing company.
• Positive atmosphere and genuine human interactions.
• Premium work environment with state‑of‑the‑art facilities.
• Quality entertainment: PS5, Switch 2, ping‑pong, foosball.
• Comprehensive health insurance (Benefiz), meal vouchers (Swile) and holiday bonus.