Contact Center Platform Engineer — Voice & Omnichannel

About

SummitNext is fast growing BPO and technology company with operations in Malaysia, Philippines, India and Uzbekistan.

We are currently hiring for a Contact Center Platform Engineer who owns the deployment, configuration, and ongoing technical operations of the voice and omnichannel delivery infrastructure within Client LaunchPad. This role is responsible for building production‑grade CCaaS environments for enterprise clients — standing up ACD/IVR systems, omnichannel routing, call recording, and workforce management integrations that are the operational backbone of every Client client account.

This is a hands‑on platform configuration and integration role. The engineer works directly from design specifications provided by the US‑based platform architecture team and is accountable for delivery quality, documentation, and operational readiness of each client environment.

Key Responsibilities

Voice & IVR Platform Deployment

• Configure and deploy Voice/IVR call flows within CCaaS platforms (Genesys Cloud, NICE CXone, Five9, or Cisco UCCE/PCCE)
• Build and maintain ACD routing strategies — skill‑based routing, priority queuing, overflow handling, and failover logic
• Implement IVR self‑service flows: DTMF and speech‑enabled menus, authentication prompts, and CRM lookup integrations
• Configure SIP trunking, PSTN connectivity, and DID management for client telephony environments
• Set up and validate call recording and screen recording per client compliance requirements (HIPAA, IRS 1075, PCI‑DSS)

Omnichannel Routing & Digital Channels

• Configure omnichannel routing for chat, SMS, email, and social channels within the CCaaS platform
• Integrate webchat and SMS connectors — configure routing rules, queue assignment, and escalation paths to voice
• Set up unified interaction handling: blended agent desktops, interaction histories, and cross‑channel context passing
• Configure caller/customer authentication flows including ANI‑based authentication and knowledge‑based authentication (KBA)

Workforce Management Integration

• Integrate WFM platform (Verint, NICE WFM, or equivalent) with ACD for real‑time agent state feeds and adherence monitoring
• Configure schedule import/export workflows between WFM and CCaaS for agent scheduling accuracy
• Set up real‑time and historical reporting feeds from ACD to WFM and reporting platforms

Quality Management Configuration

• Configure call and screen recording capture, storage, and retrieval workflows for quality monitoring programs
• Set up interaction scoring workflows and quality monitoring dashboards within CCaaS quality management module
• Implement interaction filtering and sampling rules aligned to client QA program requirements

Integrations & API Connectivity

• Build CRM screen‑pop integrations (Salesforce, ServiceNow, or custom CRMs) using REST APIs and CTI middleware
• Configure agent desktop toolbars and softphone integrations for clean, single‑pane agent experience
• Maintain integration health monitoring and document API dependency maps for each client environment

Required Qualifications

• 4–8 years of hands‑on CCaaS platform engineering experience in a contact center or BPO environment
• 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

Preferred

• Genesys Cloud CX certification (GCX Professional or equivalent) or NICE CXone certification
• Experience configuring omnichannel routing across voice, chat, email, and social in a single platform
• Familiarity with Microsoft Azure Communication Services for cloud telephony
• Experience in regulated industry environments (healthcare, government) with compliance recording requirements

Success Metrics

• Client CCaaS environments deployed and operational within agreed timelines — zero delays attributed to engineering
• Voice and omnichannel routing configurations documented and tested before go‑live for every new client
• Call recording compliance validated for all active accounts subject to regulatory requirements
• Zero P1 production incidents attributed to misconfiguration or undocumented platform changes
• All integration points documented with dependency maps maintained and current