Senior contact center engineer

il y a 1 semaine

Paris, Île-de-France SOFTEL Communications Inc. Temps plein

Senior Contact Center CX Engineer (German Speaking) – SOFTEL Communications

Role Description

This is a full-time hybrid position for a Senior Contact Center CX Engineer at SOFTEL Communications in Europe, with remote work possible.

The Senior Engineer will play a key role in the design, deployment, integration, and support of NICE CXone contact center solutions or Amazon connect or Genesys, primarily for German-speaking customers.

You will be responsible for delivering high-quality technical solutions, supporting complex environments, and contributing to our customers' digital and CX transformation programs.

Main responsibilities include:

· Design, deployment, and integration of NICE CXone solutions or Amazon connect or Gennesys Cloud or Zendesk

· Advanced telephony and omnichannel integrations

· System and software integration with enterprise IT environments

· Technical support (L2/L3) and troubleshooting

· Participation in cloud and CX innovation projects

· Quality assurance and platform stability across customer environments

Key Expertise (Mandatory)

· NICE CXone – Advanced expertise (core requirement) or Amazon connect or Genesys Cloud or Zendesk

· German language – Fluent (written & spoken)

· Strong experience in cloud-based contact center solutions

· Solid knowledge of telephony systems (SIP, SBC, IVR, ACD)

· Good expertise in Microsoft Teams integration not mandatory

Qualifications

· Strong experience in:

o Cloud & Microservices architectures

o Contact center platforms & telephony

o Systems integration and network monitoring

· Excellent analytical, troubleshooting, and problem-solving skills

· Strong communication and teamwork abilities

· Bachelor's degree in Computer Science, Engineering, or equivalent experience

· Minimum 3 years' experience in contact center / cloud / telephony environments

· Certifications in, cloud technologies, or software development are a strong plus

· Languages required:

o German – Mandatory

o English – Mandatory

o French – Nice to have

Why Join SOFTEL

· Key role in high-impact international CX projects

· Strong exposure to enterprise customers in Germany and Europe

· Work on cutting-edge CXone & AI-driven contact center solutions

· Dynamic, international, and expert-level technical environment

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