Sr. CCAAS Engineer(Contact Centre)

An experienced Software Developer with specialized expertise in Cloud Contact Center as a Service (CCaaS) platforms. The candidate will be responsible for designing, developing, and maintaining contact center solutions to meet evolving business needs. The role requires a deep understanding of cloud contact center technologies and the ability to integrate these solutions with various business systems.

Key Responsibilities:

1. CCaaS Platform Development:

2. Develop and configure CCaaS solutions (e.g., Genesys Cloud, Amazon Connect, cisco, Avaya, Five9) to streamline customer interactions and enhance contact center efficiency

3. Customize CCaaS features such as Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), and call routing.

4. Build omni-channel solutions (voice, chat, email, SMS, social media) to provide seamless customer experiences across various touchpoints.

5. Integrate CCaaS platforms with Customer Relationship Management (CRM) systems (e.g., Salesforce, Zendesk), ticketing systems, and back-office applications.

6. Implement third-party API integrations for real-time reporting, workforce management, and analytics.

7. Call Flows and Automation:

8. Design and implement call flows, agent scripts, and customer workflows.

9. Ensure effective queue management, skill-based routing, and escalation paths within the CCaaS system.

Must have Skills

10. CCaaS solutions Exp -  Genesys Cloud, Amazon Connect, cisco, Avaya, Five9 any platform