We are seeking a seasoned professional with a strong telecom and contact centre background to lead the design, deployment, and integration of customer engagement solutions built on platforms such as NICE CXone, Genesys, Avaya, or Cisco. This hands-on role combines deep telephony expertise with practical experience in IVR design, queue management, and CRM integration. The successful candidate will act as a technical authority, mentoring junior engineers while delivering high-impact contact centre solutions for enterprise clients.
Responsibilities:
Solution Delivery and Integration:
• Lead technical delivery of contact centre implementations across voice and digital channels.
• Design and deploy IVR and queuing strategies aligned with customer experience objectives.
• Ensure solution configurations are resilient, scalable, and meet compliance and security standards.
Telephony and Infrastructure:
• Manage configurations and troubleshooting for SIP trunks, PSTN access, SBCs, and PBX systems.
• Implement contact centre components within NICE CXone, Genesys Cloud, Avaya, or Cisco platforms.
• Design and support emergency routing and system failover scenarios.
Application Integration:
• Deliver CRM and third-party app integrations using REST or SOAP APIs.
• Coordinate data flows between telephony platforms and business systems (Salesforce, Dynamics, etc.).
• Conduct testing and validation of integration use cases.
Technical Leadership:
• Serve as an escalation point for complex contact centre infrastructure issues.
• Mentor and support junior engineers and technical consultants.
• Contribute to solution design documentation, handovers, and client technical briefings.
Client Collaboration:
• Participate in technical discovery workshops and requirement-gathering sessions.
• Align solution architecture to client business goals.
• Communicate clearly with technical and non-technical stakeholders.
Required Skills & Experience:
• 5+ years hands-on in telecoms or VoIP engineering roles, with at least 2 years in contact centre environments.
• Strong experience with NICE CXone, Genesys, Avaya, or Cisco contact centre platforms.
• Deep understanding of SIP, PSTN, SBCs, and IP telephony fundamentals.
• Integration experience with CRMs and enterprise systems using web services/APIs.
• Strong communication and stakeholder management skills.
Preferred Skills:
• Certifications in NICE CXone, Genesys Cloud, Cisco Collaboration, or Avaya.
• Exposure to ITIL, TOGAF, or Agile project environments.
• Experience in industries with regulatory requirements (e.g., finance, healthcare).
Working Conditions:
• May require evening and weekend work during key implementation phases.
• Flexibility to travel to client sites as needed.
Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.