IT Engineer Contact Center

ABN AMRO; Netherlands; On-site; EUR 65,581 - 93,686; Full time

Benefits offered by this job

Salary range €65,581 - €93,686/year

11% benefit budget

Five weeks of paid vacation

Annual development budget €1,000 (up 2

Public transportation pass

Job summary

ABN AMRO is seeking a Senior CCaaS DevOps Engineer to design, build and operate a cloud-based contact center platform, integrating NICE CXone, APIs and telephony to support critical customer interactions.

You own end-to-end platform capabilities, enforce security, reliability and compliant solutions, and drive monitoring and incident response in a vendor-rich CCaaS ecosystem.

The role is in a hybrid setup within a sustainability-focused bank.

Qualifications

• Experience as a DevOps, Platform, or Cloud Engineer.
• Strong hands-on experience with cloud platforms (preferably Azure).
• Proven experience securing applications and APIs using TLS, OAuth2, and SAML integrations.
• Experience securing REST API exposure via API gateways.

Responsibilities

• Own the full lifecycle (design, build, run) of CCaaS platform capabilities.
• Develop and maintain integrations between NICE CXone and internal systems.
• Design and support voice and telephony integrations (SIP, call flows, routing).
• Implement and secure API integrations and gateway solutions.
• Apply modern security patterns such as TLS, OAuth2, and SAML (IdP/SP).
• Ensure secure API exposure and web/API security controls.
• Embed security, compliance, and audit requirements into all solutions.
• Drive monitoring, platform reliability, and incident resolution (P1/P2).
• Collaborate with vendors and internal teams to solve integration challenges.

Skills

DevOps

Cloud engineering

API security

SIP

WebRTC

CI/CD

Python scripting

Security best practices

Azure

Tools

Azure

Job description

Do you want to design and operate a cloud-based contact center platform that supports critical customer interactions? As a Senior CCaaS DevOps Engineer, you take end-to-end ownership of platform capabilities across NICE CXone, APIs, and telephony integrations. You ensure secure, reliable, and compliant solutions while enabling seamless omnichannel experiences. Your work directly impacts customer service operations and contributes to building scalable, future‑ready digital platforms within a sustainability‑focused bank.

Responsibilities

• Own the full lifecycle (design, build, run) of CCaaS platform capabilities
• Develop and maintain integrations between NICE CXone and internal systems
• Design and support voice and telephony integrations (SIP, call flows, routing)
• Implement and secure API integrations and gateway solutions
• Apply modern security patterns such as TLS, OAuth2, and SAML (IdP/SP)
• Ensure secure API exposure and web/API security controls
• Embed security, compliance, and audit requirements into all solutions
• Drive monitoring, platform reliability, and incident resolution (P1/P2)
• Collaborate with vendors and internal teams to solve integration challenges

Qualifications

• Experience as a DevOps, Platform, or Cloud Engineer
• Strong hands‑on experience with cloud platforms (preferably Azure)
• Proven experience securing applications and APIs using:
  • TLS encryption
  • OAuth2 authorization patterns
  • SAML integrations (IdP/SP)
  • Web and API security best practices
  • Secure coding principles
• Experience securing REST API exposure via API gateways
• Strong understanding of transport and application protocols:
  • TCP/IP
  • HTTP/HTTPS
  • SIP (telephony)
  • WebRTC / RTC
• Experience with voice and telephony integration is a strong plus
• Hands‑on experience with CI/CD, automation, and scripting (e.g., Python)
• Experience working in complex, vendor‑driven environments (CCaaS ecosystem)
• Strong ownership mindset and proactive problem‑solving skills

Benefits

• Salary range: €65,581 - €93,686 per year (36‑hour workweek, Hay‑11, including holiday allowance)
• 11% benefit budget that you can use for flexible employment conditions — and any unused amount is paid out to you
• Five weeks of paid vacation per year
• €1,000 annual personal development budget (up to €3,000 with accumulation)
• A public transportation pass

Working environment

You will join an international, multidisciplinary DevOps team within the Customer Interaction & Conversational grid. The team brings together engineers, data specialists, and product professionals from diverse backgrounds and nationalities.

We work in an agile, DevOps‑driven setup with a strong focus on collaboration, shared ownership, and continuous improvement. Knowledge sharing, experimentation, and learning from one another are core to how we operate.

You will collaborate closely with internal stakeholders and external vendors in a complex CCaaS ecosystem, contributing to scalable and resilient platform solutions.

We work in a hybrid model, with at least one day per week in the office to support collaboration and team alignment.

As part of a bank committed to sustainability, we focus on building digital solutions that improve efficiency, reduce operational waste, and support long‑term, responsible innovation.

Equal Opportunity Statement

At ABN AMRO, we believe in "Banking for better, for generations to come." Equal opportunities for everyone are a crucial foundation, as we strive for an inclusive culture where all employees feel seen, heard, and valued. Our vision of being a personal bank in the digital age aligns perfectly with the demand for surprising insights and innovative solutions, born from a diverse interplay of cultures and experiences. We focus on customer experience, sustainability, and building a future‑proof bank, conducting annual reviews to ensure equal pay for equal work. Join a bank that embraces ingenuity and ambition, and make an impact with us for a better future.