Contact Center Solutions Engineer

Emdad By Elm; Riyadh; On-site; SAR 120,000 - 160,000; Full time

Job summary

Emdad By Elm in Riyadh is seeking a Contact Center Solutions Engineer to own platform administration, develop flows, and support L2/L3 operations across Bright Pattern and Genesys.

You will manage Linux/SIP/database environments, build REST API integrations, and design BI dashboards with Apache Superset, while translating business needs into technical configurations.

Qualifications

• Bright Pattern Contact Center administration and development.
• MariaDB administration and replication.
• REST API integration, JSON payloads, and webhooks.
• Strong understanding of contact center and telephony concepts: ACD, IVR, QM, routing, queues, voice, chat, email, WhatsApp.

Responsibilities

• Administer, configure, and provide L2/L3 support for Bright Pattern & Genesys engage Contact Center.
• Build and maintain call flows using Bright Pattern Scenario Builder.
• Manage RHEL Linux servers, permissions, services, networking, and platform health.
• Support voice/SIP infrastructure, including SIP trunking, VoIP routing, and Cisco CUBE.
• Administer and query MariaDB and MongoDB databases.
• Create and maintain BI dashboards using Apache Superset.
• Develop and troubleshoot REST API integrations, webhooks, JSON payloads, and authentication methods.
• Monitor performance, backups, data integrity, and system availability.
• Troubleshoot complex issues across voice, application, database, and API layers.

Skills

Bright Pattern admin

MariaDB administration

REST API integration

Contact center concepts

SIP/VoIP concepts

MongoDB administration

Linux server management

Tools

Bright Pattern

Genesys

Apache Superset

MariaDB

MongoDB

Cisco CUBE

Job description

We are seeking a Contact Center Solutions Engineer to own platform administration, develop flows, manage Linux/SIP/database environments, build API integrations, and support L2/L3 operations.

Key Responsibilities

• Administer, configure, and provide L2/L3 support for Bright Pattern & Genesys engage Contact Center.
• Build and maintain call flows using Bright Pattern Scenario Builder.
• Manage RHEL Linux servers, permissions, services, networking, and platform health.
• Support voice/SIP infrastructure, including SIP trunking, VoIP routing, and Cisco CUBE.
• Administer and query MariaDB and MongoDB databases.
• Create and maintain BI dashboards using Apache Superset.
• Develop and troubleshoot REST API integrations, webhooks, JSON payloads, and authentication methods.
• Monitor performance, backups, data integrity, and system availability.
• Troubleshoot complex issues across voice, application, database, and API layers.

Must-Have Skills

• Bright Pattern Contact Center administration and development
• MariaDB administration and replication
• REST API integration, JSON, and webhooks
• Strong understanding of contact center and telephony concepts: ACD, IVR,QM, routing, queues, voice, chat, email, WhatsApp

Good-to-Have Skills

• SIP telephony, WebRTC and voice architecture
• MongoDB administration
• Conversational AI, RAG, or virtual agent experience

Soft Skills

• Strong troubleshooting and problem-solving skills
• Ability to translate business needs into technical configurations
• Clear communication with technical and non-technical stakeholders