Contact Center Platform Engineer

Infinite Computer Solutions; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Infinite Computer Solutions is seeking a skilled CCaaS platform engineer to join our team in Bengaluru. The ideal candidate will bring 4-8 years of hands-on CCaaS experience in contact centers or BPOs and be proficient with major CCaaS platforms.

You will work with SIP/VoIP fundamentals, ACD routing, IVR design, and REST API integration, while ensuring CTI middleware configuration, call recording compliance, and producing clear technical documentation such as guides and runbooks.

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

Skills

CCaaS platform engineering

SIP/VoIP fundamentals

ACD routing

IVR design

REST API integration

CTI middleware configuration

Technical documentation

Tools

Genesys Cloud CX

NICE CXone

Five9

Cisco UCCE/PCCE

Amazon Connect

Job description

• 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