Senior Contact Center Solutions Engineer

Texora AI; Dadri; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Education reimbursement

Team lunches

Annual retreat

Professional development budget

Performance bonuses

Referral bonus

Job summary

Texora AI in Noida, India, is seeking a Senior Contact Center Solutions Engineer with 7–10+ years of experience to design, deploy, and support enterprise contact center solutions. You will implement and manage Avaya, 8x8, RingCentral, and NICE CXone environments, develop IVR flows in NICE Studio, and integrate platforms with CRM systems.

Remote work with hybrid options available. The ideal candidate brings deep CCaaS/UCaaS knowledge, strong troubleshooting skills, and experience in CRM

Qualifications

• 7–10+ years of experience in contact center technologies.
• Experience with 8x8 Contact Center administration and implementation.
• Strong knowledge of RingCentral Contact Center and UCaaS solutions.
• Hands-on experience with NICE CXone (NICE inContact).
• Strong experience in NICE Studio for IVR and workflow development.
• Knowledge of ACD, IVR, CTI, SIP, VoIP, and workforce optimization.
• Experience integrating contact center platforms with CRM systems (Salesforce, Dynamics, Zendesk).
• Knowledge of REST APIs, Web Services, OAuth, and webhooks.

Responsibilities

• Design, deploy, configure, and support enterprise contact center solutions.
• Implement and manage Avaya, 8x8, RingCentral, and NICE CXone environments.
• Develop and maintain IVR call flows using NICE Studio.
• Configure ACD, IVR, skills, queues, routing strategies, and call flows.
• Integrate contact center platforms with CRM, ERP, ticketing systems using APIs.
• Perform system upgrades, migrations, and platform optimization.
• Troubleshoot complex voice, routing, telephony, and application issues.
• Monitor system health, availability, and performance to ensure SLA compliance.
• Collaborate with network, cloud, security, and application teams.
• Create technical documentation, SOPs, architecture diagrams, and knowledge base articles.
• Participate in customer meetings, technical workshops, and solution design discussions.
• Provide Level 3 support for production environments and mentor junior engineers.

Skills

8x8 Contact Center

RingCentral

NICE CXone

NICE Studio

UCaaS

IVR configuration

APIs integration

CRM integration

Troubleshooting

Education

Bachelor's degree in CS/IT

Certifications in Avaya/RingCentral/8x8/NICE CXone

Tools

Salesforce

Microsoft Dynamics

Zendesk

Web services / REST APIs

Job description

Texora AI — Agentic Recruitment & HR Automation

TEXORA.AI Accepting Applications

TEX0122 Noida, India Full-time Hybrid 7-10 years 11-50 6 days ago 51 applicants

Senior Contact Center Solutions Engineer

Experience: 7–10+ Years

Employment Type: Full-Time

We are looking for an experienced Senior Contact Center Solutions Engineer with deep expertise in enterprise contact center platforms, including Avaya, 8x8, RingCentral, and NICE CXone (formerly NICE inContact). The ideal candidate will have extensive experience in designing, implementing, administering, and supporting cloud and on-premises contact center solutions for enterprise customers.

Key Responsibilities

• Design, deploy, configure, and support enterprise contact center solutions.
• Implement and manage Avaya, 8x8, RingCentral, and NICE CXone environments.
• Develop and maintain IVR call flows using NICE Studio.
• Configure ACD, IVR, skills, queues, routing strategies, and call flows.
• Integrate contact center platforms with CRM, ERP, ticketing systems, and third-party applications using APIs.
• Perform system upgrades, migrations, and platform optimization.
• Troubleshoot complex voice, routing, telephony, and application issues.
• Monitor system health, availability, and performance to ensure SLA compliance.
• Collaborate with network, cloud, security, and application teams during implementations.
• Create technical documentation, SOPs, architecture diagrams, and knowledge base articles.
• Participate in customer meetings, technical workshops, and solution design discussions.
• Provide Level 3 support for production environments and mentor junior engineers.

Required Skills

• 7–10+ years of experience in Contact Center technologies.
• Experience with 8x8 Contact Center administration and implementation.
• Strong knowledge of RingCentral Contact Center and UCaaS solutions.
• Hands-on experience with NICE CXone (NICE inContact).
• Strong experience in NICE Studio for IVR and workflow development.
• Knowledge of ACD, IVR, CTI, SIP, VoIP, Voice Recording, and Workforce Optimization.
• Experience integrating contact center platforms with CRM systems such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, or custom applications.
• Knowledge of REST APIs, Web Services, OAuth, and webhooks.
• Experience with reporting and analytics tools.
• Excellent troubleshooting and root cause analysis skills.
• Strong communication and customer-facing skills.

Preferred Skills

• Experience with cloud contact center (CCaaS) platforms.
• Familiarity with Microsoft Teams Direct Routing and SIP trunking.
• Knowledge of AWS or Microsoft Azure cloud services.
• Understanding of networking concepts, including TCP/IP, DNS, VPN, SBC, and firewalls.
• ITIL certification or experience working in ITIL environments.
• Contact center solution architecture experience is an advantage.

Educational Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Electronics, or a related discipline.
• Relevant certifications in Avaya, RingCentral, 8x8, NICE CXone, Cisco, or cloud technologies are preferred.

What We Offer

• Competitive salary and performance incentives.
• Opportunity to work on global enterprise contact center projects.
• Exposure to leading CCaaS and UCaaS technologies.
• Career growth and certification opportunities.
Collaborative and innovation-driven work environment.

Experience 7–10+ Years

Notice Period -Immediate joiners or candidates with a notice period of up to 30 days will be preferred.

Remote Work

Flexible Hours

Education Reimbursement

Team Lunches

Annual Retreat

Professional Development Budget

Performance Bonuses

Referral Bonus

Communication Teamwork Problem Solving Language Communication

Job Overview

Department

Contact Center CX

Work Mode

Hybrid

Notice Period

30 days

Openings

1 position

Applicants

51 applied

About the company

TEXORA.AI is an AI-powered enterprise platform focused on recruitment, HR automation, customer experience (CX), CRM, workflow automation, and productivity solutions.