Engineer, Contact Center Technology in India at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Engineer, Contact Center Technology based in India.

This role sits at the intersection of contact center operations and modern cloud-based communication technologies, ensuring seamless performance of critical customer engagement platforms. You will be responsible for supporting, optimizing, and evolving enterprise contact center systems that power large-scale customer interactions. The position involves working closely with IT teams, business stakeholders, and operations teams to ensure high system availability and performance. You will contribute to designing and maintaining call flows, integrations, and telephony infrastructure across a complex environment. This is a highly technical and collaborative role where troubleshooting, automation, and continuous improvement are central. You will also play a key role in analyzing system performance and recommending enhancements to improve customer experience. The environment is fast-paced, data-driven, and focused on delivering reliable, scalable, and innovative contact center solutions.

• Support, maintain, and optimize key contact center technologies including PBX, ACD, IVR, CTI, dialers, surveys, fax systems, and workforce management platforms.
• Collaborate with IT and business teams to configure, implement, and enhance contact center applications for optimal performance.
• Diagnose, troubleshoot, and resolve technical issues across telephony and contact center systems to ensure minimal disruption to operations.
• Manage service requests and incidents, ensuring timely resolution in alignment with ITIL/incident management processes.
• Design, configure, test, and maintain call flows, system integrations, and platform updates to support business requirements.
• Monitor system performance and capacity, providing insights and recommendations for optimization and reliability improvements.
• Develop and maintain technical documentation, including configuration guides, troubleshooting procedures, and knowledge base articles.
• Act as a liaison between technical teams and stakeholders to gather requirements and ensure alignment on system capabilities and limitations.

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience supporting contact center technologies such as PBX, ACD, IVR, CTI, and workforce management systems.
• Hands-on experience with cloud contact center platforms, including Genesys and NICE.
• Strong understanding of contact center operations, including call routing, queuing, reporting, and analytics.
• Experience in system configuration, troubleshooting, integration, and testing in complex environments.
• Familiarity with ITSM frameworks and IT security best practices.
• Strong analytical and problem-solving skills with the ability to work with data-driven insights.
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
• Ability to manage multiple priorities in a fast-paced, remote, and service-oriented environment.
• Preferred: knowledge of scripting/programming (SQL, JavaScript, Python), CRM integrations, WFO/WFM tools, Agile methodologies, and emerging AI/chatbot technologies.
• Preferred certifications: CCNA, Genesys Cloud CX certifications, NICE implementation certifications.

• Remote-first opportunity with exposure to enterprise-scale contact center technologies.
• Work on advanced cloud platforms such as Genesys and NICE in a global environment.
• Strong learning and certification support in contact center and networking technologies.
• Opportunity to contribute to digital transformation of customer experience systems.
• Exposure to modern tools, automation, and emerging AI-driven contact center solutions.
• Collaborative, cross-functional environment with IT and business teams.
• Career development opportunities in a fast-evolving customer experience technology domain.