CCaaS Engineer

Sitel Corp.; Hinoba-an; On-site; PHP 600,000 - 900,000; Full time

Job summary

Foundever is seeking a CCaaS PS Engineer to architect and deliver end-to-end solution implementations for client projects.

You will collaborate with cross-functional teams and design omnichannel CCaaS solutions, implementing IVR, call routing, and CRM/WFM integrations.

This role offers a global platform, enabling work with US and EMEA clients while growing your expertise in Genesys Cloud and related technologies.

Qualifications

• 3–7 years of strong expertise in Genesys/CXone (other platforms a plus).
• Experience in designing and deploying Omnichannel solutions (voice, chat, email, messaging).
• Understanding JSON, Web Services, and Middleware frameworks.
• Fluent in English with strong communication and workshop facilitation.
• Proficiency in APIs (REST/JSON), OAuth2, and integration design.

Responsibilities

• Collaborate with clients to capture business and technical requirements.
• Design scalable CCaaS solutions using Architect/Visio, routing, and channels.
• Configure CCaaS components and build inbound/outbound flows.
• Develop and test integrations, scripts, and external system connectivity.
• Support project delivery from scoping to production deployment and post-implementation reviews.

Skills

Genesys/CXone experience

Omnichannel design

JSON/Web Services/Middleware

APIs REST/JSON & OAuth2

Genesys Cloud Architect

CRM integration

Power BI

Fluent English

Job description

At Foundever, we are revolutionizing customer experience (CX) with cutting-edge digital solutions. As we grow, we are building a pioneering Digital Services organization, and we're looking for exceptional talent to join our Professional Services - CcaaS team. This is your chance to be part of a dynamic, forward-thinking team working on high-impact projects that drive innovation in the CCaaS space!

If you're passionate about end-to-end solution implementations, working with top-tier CX technology, and driving customer success, this role is for you! As a CCaaS PS Engineer, you will architect and perform solution implementations and ensure the success of our client projects from start to finish.

Job Responsibilities

Solution Design

• Collaborate with clients to capture business and technical requirements
• Design scalable CCaas solution leveraging Architect / Visio, routing, and digital channels
• Develop IVR and bot workflows
• Define technical integration strategies (REST APIs, webhooks, middleware)

Implementation & Configuration

• Configure CCaaS components such as routing, queues, skills, wrap codes, user profiles
• Build and optimize inbound/outbound voice, chat, email, and messaging flows
• Integrate external systems such as CRM, WFM or custom apps
• Develop and deploy custom scripts, data actions as needed

Programming & Development

• Write and test code for integrations and automation, as needed
• Use OAuth2, API keys, and secure authentication for external system connectivity
• Create middleware components

Project Delivery

• Support project lifecycle - scoping, build, testing, and production deployment
• Collaborate with cross-functional teams including Project Management, Sales, BI, Operations, etc
• Provide technical documentation, user guides, and training as required

Optimization & Support

• Conduct post-implementation reviews to enhance performance and efficiency
• Stay current with new CCaaS releases

Why You’ll Love This Role

• Be at the forefront of CX transformation, working with leading CCaaS technologies, specially Genesys delivery
• Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment
• Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results
• Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills
• Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills

Skills and Qualifications

• 3-7 years of strong expertise in Genesys/ CXone (other platforms are a plus)
• Experience in designing and deploying Omnichannel solutions (voice, chat, email, messaging)
• Understanding JSON, Web Services, and Middleware frameworks
• Excellent communication and interpersonal skills - able to run meetings and workshops, present confidently, and write functional specifications
• Strong organizational skills, especially in high-pressure environments, with the ability to manage multiple projects effectively
• A collaborative team player who can also work independently with minimal supervision
• Fluent in English, with other languages being a plus
• A proactive attitude, with a passion for learning and keeping up with the latest industry trends
• Genesys Cloud Professional (GCP) required
• Strong hands-on experience with Genesys Cloud Architect, routing, and call flows
• Proficiency in APIs (REST/JSON), OAuth2, and integration design
• Knowledge of Contact Center technologies - IVR, SIP trunking, telephony, ACD, WFM, and CRM integration
• Power Bi experience preferred

About Us

Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.