Senior Ccaas Engineer

ARM (Advanced Resource Managers); Greater London; Hybrid; GBP 70,000 - 85,000; Full time

Job summary

A leading IT services consultancy in Greater London is looking for a Senior CCaaS Engineer. This role involves designing and integrating customer engagement solutions with a focus on NICE CXone and Genesys platforms. The ideal candidate will have at least 5 years in telecoms, strong understanding of SIP and PSTN, and experience managing contact centre operations. The position offers a hybrid work model and a salary range of £70-85K plus additional benefits including healthcare, life insurance, and a matched pension scheme.

Benefits

Healthcare and dental insurance

Company pension matched up to 5%

25 days annual leave plus option to purchase additional days

Life assurance – 4 x annual salary

Cycle to work scheme

Access to Udemy training platform

Qualifications

• 5+ years hands-on in telecoms or VoIP engineering roles.
• Experience with contact centre platforms such as NICE CXone or Genesys.
• Strong understanding of SIP, PSTN, SBCs, and IP telephony.

Responsibilities

• Lead technical delivery of contact centre implementations.
• Design and deploy IVR and queuing strategies.
• Manage configurations for SIP trunks and PBX systems.

Skills

Telecoms experience

VoIP engineering

Stakeholder management

Integration with CRMs

SIP, PSTN, SBC knowledge

Tools

NICE CXone

Genesys

Avaya

Job description

Senior CCaaS Engineer (UC/Telephony)

Full Time

Permanent

Hybrid - London SE1 (min 1 day per week onsite)

£70-85K basic + benefits (5% pension, 25 days hols, life insurance, medical cover)

Are you an experienced Senior CCaaS Engineer looking for a new challenge?

Do you have a background in Telephony + UC with a strong understanding of design, deployment, and integration of customer engagement solutions built on platforms such as NICE CXone and Genesys along with hands‑on telecoms or VoIP engineering experience and deep understanding of SIP, PSTN, SBCs and IP telephony?

Here at ARM we are recruiting for a full time permanent Senior CCaaS Engineer for a global IT services and consultancy client of ours.

Our client:

They’re a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Overview:

We are seeking a seasoned professional with a strong telecom and contact centre background to lead the design, deployment, and integration of customer engagement solutions built on platforms such as NICE CXone or Genesys. This hands‑on role combines deep telephony expertise with practical experience in IVR design, queue management, and CRM integration. The successful candidate will act as a technical authority, mentoring junior engineers while delivering high‑impact contact centre solutions for enterprise clients.

Responsibilities

Solution Delivery and Integration

• Lead technical delivery of contact centre implementations across voice and digital channels.
• Design and deploy IVR and queuing strategies aligned with customer experience objectives.
• Ensure solution configurations are resilient, scalable, and meet compliance and security standards.

Telephony and Infrastructure

• Manage configurations and troubleshooting for SIP trunks, PSTN access, SBCs, and PBX systems.
• Implement contact centre components within NICE CXone, Genesys Cloud or Avaya platforms.
• Design and support emergency routing and system failover scenarios.

Application Integration

• Deliver CRM and third‑party app integrations using REST or SOAP APIs.
• Coordinate data flows between telephony platforms and business systems (Salesforce, Dynamics, etc.).
• Conduct testing and validation of integration use cases.

Technical Leadership

• Serve as an escalation point for complex contact centre infrastructure issues.
• Mentor and support junior engineers and technical consultants.
• Contribute to solution design documentation, handovers, and client technical briefings.

Client Collaboration

• Participate in technical discovery workshops and requirement‑gathering sessions.
• Align solution architecture to client business goals.
• Communicate clearly with technical and non‑technical stakeholders.

Qualifications

Required Skills & Experience

• 5yrs+ hands‑on in telecoms or VoIP engineering roles, with at least 2 years in contact centre environments.
• Strong experience with NICE CXone, Genesys or Avaya contact centre platforms.
• Deep understanding of SIP, PSTN, SBCs, and IP telephony fundamentals.
• Integration experience with CRMs and enterprise systems using web services/APIs.
• Strong communication and stakeholder management skills.

Preferred Skills

• Certifications in NICE CXone, Genesys Cloud, Cisco Collaboration, or Avaya.
• Exposure to ITIL, TOGAF, or Agile project environments.
• Experience in industries with regulatory requirements (eg, finance, healthcare).

Working Conditions

• May require evening and weekend work during key implementation phases.
• Flexibility to travel to client sites as needed.

Some of the benefits include:

• Healthcare and dental insurance
• Company pension is matched up to 5%
• 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
• Life assurance – 4 x annual salary
• Cycle to work scheme
• Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5,000 training courses

Disclaimer

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.