Contact Center engineer with NICE CXone

Infinite Computer Solutions; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Infinite Computer Solutions is seeking an experienced CCaaS platform engineer in Bengaluru to design, implement, and optimize contact center communications across multiple platforms. You will work with SIP/VoIP infrastructure, ACD routing, and IVR flows while integrating REST APIs and CTI middleware to create seamless agent and customer experiences.

Responsibilities include documenting configurations, runbooks, and integration specifications, and ensuring compliance with call recording

Qualifications

• 4-8 years hands-on CCaaS platform engineering experience in contact center/BPO environments
• Proficiency in at least one major CCaaS platform (Genesys Cloud CX, NICE CXone, Five9, Cisco UCCE/PCCE, or Amazon Connect)
• Solid understanding of SIP/VoIP telephony fundamentals, ACD routing logic, and IVR design
• Experience with REST API integration and CTI middleware configuration
• Working knowledge of call recording platforms and compliance recording requirements
• Ability to produce technical documentation: configuration guides, runbooks, and integration specifications

Skills

CCaaS engineering

Genesys Cloud CX

SIP/VoIP

ACD routing

IVR design

REST API

CTI middleware

Call recording

Omnichannel routing

Job description

Required Qualifications:

• 4-8 years of hands-on CCaaS platform engineering experience in a contact center or BPO environment
• Proficiency in at least one major CCaaS platform: Genesys Cloud CX, NICE CXone, Five9, Cisco UCCE/PCCE, or Amazon Connect
• Solid understanding of SIP/VoIP telephony fundamentals, ACD routing logic, and IVR design
• Experience with REST API integration and CTI middleware configuration
• Working knowledge of call recording platforms and compliance recording requirements
• Ability to produce technical documentation: configuration guides, runbooks, and integration specifications

Preferred

• Genesys Cloud CX certification (GCX Professional or equivalent) or NICE CXone certification
• Experience configuring omnichannel routing across voice, chat, email, and social in a single platform
• Familiarity with Microsoft Azure Communication Services for cloud telephony
• Experience in regulated industry environments (healthcare, government) with compliance recording requirements