Senior Engineer (Contact Centre)

Senior Engineer - Contact Centre

• Location: London/Portsmouth
• Hybrid: Once a month, onsite (either location)
• Salary: Up to £80,000 + Excellent benefits
• Employment 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 requirements
• Configure, optimise, and resolve issues related to SIP trunking, public switched telephone networks, session border controllers, and private branch exchange systems
• Implement and customise contact centre solutions within NICE CXone, Genesys Cloud, Avaya, or Cisco environments, including IVR development and intelligent call distribution strategies
• Architect and deliver seamless integrations between telephony platforms and customer relationship management systems using REST/SOAP APIs and web services
• Act as primary technical escalation resource for complex infrastructure challenges while coaching and developing junior team members and technical consultants
• Lead 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 telecoms/VoIP engineering
• At least 2 years of work experience in a contact centre environment
• Extensively Hands-on with NICE CXone, Genesys, Avaya, or Cisco platforms
• Strong understanding of telephony, including SIP, PSTN, SBCs, and IP telephony
• Experience with API integration with CRMs (Salesforce, Dynamics) and enterprise systems
• Excellent stakeholder management across technical and business teams
• Certifications - 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.