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- Tasks: Lead complex contact centre implementations and mentor technical teams.
- Company: Leading IT consulting firm with a focus on customer engagement technology.
- Benefits: Up to £80,000 salary, excellent benefits, and hybrid work flexibility.
- Why this job: Shape the future of customer experience tech in a dynamic environment.
- Qualifications: 5+ years in Contact Centre Engineering and hands-on with major platforms.
- Other info: Opportunity for career growth and to work with cutting-edge technologies.
The predicted salary is between 48000 - 80000 £ per year.
Job Description
- Hybrid – Once a week onsite
- London / Portsmouth
- Up to £80,000
Senior Engineer – Contact Centre
- Location: London / Portsmouth
- Hybrid: Once a week, 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 Contact Centre Engineering and some Telephony/VoIP development
- At least 3 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.
Senior Engineer Contact Centre employer: Computappoint
Contact Detail:
Computappoint Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Engineer Contact Centre
✨Tip Number 1
Network like a pro! Get out there and connect with industry folks on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies showcasing your past projects, especially those involving NICE CXone, Genesys, or Cisco. This will help you stand out during interviews and demonstrate your expertise.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your responses. Focus on articulating your experience with contact centre technologies and how you've tackled challenges in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in the role and the company.
We think you need these skills to ace Senior Engineer Contact Centre
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with contact centre technologies like NICE CXone, Genesys, Avaya, and Cisco. We want to see how your skills match the job description, so don’t be shy about showcasing your relevant achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Senior Engineer role. Share specific examples of your past work that align with the responsibilities listed in the job description.
Showcase Your Technical Skills: Since this role involves complex technical execution, make sure to detail your hands-on experience with SIP trunking, VoIP development, and API integrations. We love seeing candidates who can demonstrate their technical prowess clearly.
Apply Through Our Website: Don’t forget to submit your application through the Computappoint website as mentioned in the job ad. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Computappoint
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of NICE CXone, Genesys, Avaya, and Cisco. Be ready to discuss specific projects where you've implemented these technologies, as well as any challenges you faced and how you overcame them.
✨Showcase Your Problem-Solving Skills
Prepare examples that highlight your ability to resolve complex infrastructure challenges. Think about times when you acted as a technical escalation resource and how you coached junior team members through tough situations.
✨Understand the Business Side
Since stakeholder management is key, be prepared to discuss how you've translated business requirements into technical solutions. Familiarise yourself with common business challenges in contact centres and how your technical expertise can address them.
✨Practice Your Presentation Skills
You might need to facilitate knowledge transfer or present technical architecture to stakeholders. Practise explaining complex concepts in simple terms, and consider doing mock presentations to friends or colleagues to build confidence.
