Required Qualifications
• 4–8 years of hands-on CCaaS platform engineering experience in a contact center or BPO workplace
• Proficiency in at least one major CCaaS platform: Genesys Cloud CX, NICE CXone, Five9, Cisco UCCE/PCCE, or Amazon Connect
• Solid understanding of SIP/VoIP telephony fundamentals, ACD routing logic, and IVR design
• Experience with REST API integration and CTI middleware configuration
• Working knowledge of call recording platforms and compliance recording requirements
• Ability to produce technical documentation: configuration guides, runbooks, and integration specifications