Job Description

Project Role :

Full Stack Engineer

Project Role Description :

Responsible for developing and/or engineering the end-to-end features of a system, from user experience to backend code. Use development skills to deliver innovative solutions that help our clients improve the services they provide. Leverage new technologies that can be applied to solve challenging business problems with a cloud first and agile mindset.

Must have skills :

Cloud Contact Center Operations

Good to have skills :

NA

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: The Full Stack Cloud Contact Center Engineer designs, deploys and manages Cloud Contact Center infrastructures. The engineer works across various Cloud Contact Center platforms and Unified Communication platforms consisting of multi-vendor and multi-cloud environments to deliver intelligent solutions and efficient operations leveraging Site Reliability Engineering, Automation, AI-based observability tools. Key Responsibilities: o Design, Build and Manage scalable and highly available Cloud Contact Center infrastructure on vendor platform such as Amazon Connect, Genesys etc. o Design, Build and Manage scalable and highly available Unified Communications (UC) infrastructure components. o Monitor, Troubleshoot and Optimize Cloud Contact Center infrastructure with AI-aided tools and Automation. o Drive new solutions, design architecture & integration standards for Cloud Contact Center infrastructure operations leveraging Site Reliability Engineering (SRE) principles. o Collaborate across teams to ensure seamless integration with full-stack components. o Implement Infrastructure as Code (IaC) using Templates and central orchestration tools. o Automate deployments with provisioning tools to achieve Zero/Low touch provisioning. o Ensure compliance with Contact Center best practices and organizational policies. o Continuously evaluate and implement new Contact Center technologies and tools to improve efficiency. o Provide technical guidance and support to team members and stakeholders. o Basic knowledge and Network and Security. Required Skills: o Strong proficiency in Unified Communications (UC) and Contact Center (CC) technology platforms. o Hands-on experience with Cloud CC platforms (Amazon Connect, Genesys Cloud CX, Nice CXOne, Cisco Webex, Five9). o Experience with adjunct systems (e.g., recording, WFM, dialers, CRM, SBC). o Strong understanding in Site Reliability Engineering (SRE) Framework. o Proficiency in coding languages (Node.js, TypeScript, Python). o Strong understanding with Infrastructure as Code (IaC). o Experience in automation and scripting tools (Python, Ansible). o Proficiency in AI-aided observability/management tools (e.g., CloudWatch, Dynatrace, Splunk, ServiceNow). o Strong understanding of networking, security, and cloud CC best practices. o Ability to troubleshoot complex Contact Center incidents and infrastructure issues. o Excellent communication and collaboration skills. Certifications (Required/Preferred): o Cisco Certified Network Associate - Professional Collaboration o Cisco Certified DevNet Specialist - Webex o AWS Certified Solutions Architect Associate - Professional o Genesys Cloud CX Certified Architect - Developer - Professional o NICE Certified Implementation Engineer (NCIE) o NICE Certified Development Professional (NCDP) o Oracle Communications Session Border Controller Basic Certified Implementation Professional o AudioCodes Certified Associate- Professional o Microsoft Certified: Azure Developer Associate o PCEP - Certified Entry-Level Python Programmer o OpenJS Node.js Application Developer (JSNAD) o HashiCorp Certified: Terraform Associate o Site Reliability Engineering Foundation (SREF)




15 years full time education