Company Description Etech Global Services delivers customer experience solutions and proprietary AI technology to leading Fortune 500 organizations across telecommunications, healthcare, financial services, and retail. Since its founding in 2003 in Texas, Etech has grown to nearly 4,000 team members across seven locations in three countries, managing over 200 million customer interactions each year. Through its ETS Labs division, Etech combines contact center BPO services with advanced AI capabilities, processing more than two billion conversations annually through quality analytics and one million voice AI interactions per month.

Its core technology includes QEval™, a quality management platform providing 100 percent interaction coverage and recognized by ICMI in 2025 as Best New Technology Solution. Etech maintains strong security and compliance standards with SOC 2 Type II, ISO 27001, PCI-DSS, and HIPAA certifications and is certified as a minority-owned business enterprise.

Job Summary: Gensys Certification is must

As an Implementation Engineer, you will play a key role in configuring, testing, and deploying UCaaS and CCaaS solutions for clients. You will collaborate closely with project managers, senior engineers, and client stakeholders to deliver high-quality implementations that meet business requirements. This role emphasizes hands-on technical execution, client collaboration, and continuous skill development across UCaaS/CCaaS platforms.

Project Delivery Support: Participate in design workshops and discovery sessions to capture client requirements and assist with solution configuration and deployment (Genesys Cloud, NICE CXone, Five9, RingCentral, Zoom). Build and configure call flows, routing strategies, integrations, and reporting features under guidance from senior engineers.

Implementation Execution Support data migrations, site rollouts, and cutover activities to ensure projects are delivered within defined scope and timelines.

Client Collaboration





Work directly with clients to configure solutions that align with business needs and provide recommendations for process improvements.

Team Contribution

Share knowledge with peers, contribute to documentation, and support team troubleshooting efforts during project delivery.

Key Responsibilities

Deployment & Integration Configure UCaaS/CCaaS platforms and support integrations with CRM, ERP, and other enterprise applications. Follow established best practices and delivery methodologies to ensure consistent, high-quality deployments.

System Configuration Implement customer requirements such as call flows, data actions, and platform integrations.

Documentation

Assist in creating documentation for design, configuration, testing, migration, and cutover activities.

Troubleshooting

Provide first-level troubleshooting during implementations and escalate issues to senior engineers or platform vendors as needed.

Professional Development

Maintain platform certifications, stay updated on product changes, and continuously expand technical expertise.

Qualifications: Education Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. (Preferred but not required) Technical Expertise Proven experience with UCaaS/CCaaS platforms such as Genesys, NICE, Five9, RingCentral, or Zoom.

Experience 5+ years of implementation experience, with at least 2 years focused on cloud communications or contact center technologies.

Skills Strong understanding of VoIP, SIP, IVR, call routing, CRM integrations, and network infrastructure. Excellent communication, leadership, and stakeholder management skills.

Tools Proficiency

Familiarity with project management tools like Wrike, Asana, MS Project, and collaboration platforms like Zoom, Teams or Slack. on-technical stakeholders.

Strong analytical, troubleshooting, and documentation skills, with attention to detail.

Comfort working in a remote, collaborative setting and managing multiple projects concurrently.

📌 Implementation Engineer (Gandhinagar)
🏢 Etech Global Services
📍 Gandhinagar