Senior Engineer Contact Centre

Description

Hybrid - Once a week onsiteLondon / PortsmouthUp to GBP80,000 Senior Engineer - Contact Centre Location: London / PortsmouthHybrid: Once a week, onsite (either location)Salary: Up to GBP80,000 + Excellent benefitsEmployment Type: Permanent Summary: Our client, a leading IT consulting and services firm, is seeking an experienced Senior Contact Centre Engineer to join their growing team. This is an excellent opportunity for a telecommunications professional with deep contact centre expertise to lead complex customer engagement platform implementations. You'll work with cutting-edge technologies, including NICE CXone, Genesys, Avaya, and Cisco, while mentoring technical teams and delivering transformational solutions for major enterprise clients. The role offers hybrid flexibility and the chance to shape the future of customer experience technology in a dynamic, client-focused environment.Key Responsibilities: Drive end-to-end technical execution of contact centre deployments across voice and digital communication channels, ensuring solutions meet performance and scalability requirementsConfigure, optimise, and resolve issues related to SIP trunking, public switched telephone networks, session border controllers, and private branch exchange systemsImplement and customise contact centre solutions within NICE CXone, Genesys Cloud, Avaya, or Cisco environments, including IVR development and intelligent call distribution strategiesArchitect and deliver seamless integrations between telephony platforms and customer relationship management systems using REST/SOAP APIs and web servicesAct as primary technical escalation resource for complex infrastructure challenges while coaching and developing junior team members and technical consultantsLead technical discovery sessions with enterprise clients, translate business requirements into technical architecture, and facilitate knowledge transfer through comprehensive documentation and stakeholder presentations Requirements & Qualifications: At least 5 years of work experience with Contact Centre Engineering and some Telephony/VoIP developmentAt least 3 years of work experience in a contact centre environmentExtensively Hands-on with NICE CXone, Genesys, Avaya, or Cisco platformsStrong understanding of telephony, including SIP, PSTN, SBCs, and IP telephonyExperience with API integration with CRMs (Salesforce, Dynamics) and enterprise systemsExcellent stakeholder management across technical and business teamsCertifications - Contact centre platform certifications preferred (NICE, Genesys, Cisco, Avaya) To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.

Ad ID: 5417327295