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Senior contact center engineer
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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
