Contact Center Solutions Engineer📣 Job Ad

20 days ago

	Contract Type	Full-time
	Workplace type	On-site
	Location	Riyadh

Job Description

About the Opportunity

Emdad By Elm is seeking a Contact Center Solutions Engineer to join our team in Riyadh, Saudi Arabia. This full-time role involves comprehensive management and support for contact center platforms and their underlying infrastructure.

Role Purpose

The Contact Center Solutions Engineer will be responsible for the administration, development, and operational support of contact center solutions. This includes managing platform environments, developing call flows, integrating APIs, and ensuring the stability and performance of critical systems.

Key Responsibilities

Administer, configure, and provide L2/L3 support for Bright Pattern and Genesys Engage Contact Center platforms.
Build and maintain call flows using Bright Pattern Scenario Builder.
Manage RHEL Linux servers, including permissions, services, networking, and platform health monitoring.
Support voice and SIP infrastructure, encompassing SIP trunking, VoIP routing, and Cisco CUBE.
Administer and query MariaDB and MongoDB databases.
Create and maintain BI dashboards utilizing Apache Superset.
Develop and troubleshoot REST API integrations, webhooks, JSON payloads, and various authentication methods.
Monitor system performance, manage backups, ensure data integrity, and maintain system availability.
Troubleshoot complex issues across voice, application, database, and API layers.

Required Experience and Qualifications

Candidates for this role should possess 5 to 10 years of experience in contact center solutions engineering or a related field. A strong background in the technologies listed under key responsibilities is essential.

Essential Skills

Strong troubleshooting and problem-solving capabilities.
Ability to translate business requirements into technical configurations.
Clear and effective communication with both technical and non-technical stakeholders.