Contact Center Solutions Engineer

📣 Job Ad

about 2 hours ago

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

Job Description

About the Role

Emdad By Elm is seeking a Contact Center Solutions Engineer to join their team in Riyadh. This full-time role involves comprehensive platform administration, flow development, and managing various technical environments. The position requires 5-10 years of experience in relevant fields.

Role Overview

The Contact Center Solutions Engineer will be responsible for the administration and support of contact center platforms, including Bright Pattern and Genesys Engage. This involves developing call flows, managing server and database environments, building API integrations, and providing L2/L3 operational support across various technical layers.

Key Responsibilities

Administer, configure, and provide L2/L3 support for Bright Pattern & 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.
Support voice/SIP infrastructure, such as SIP trunks, VoIP routing, and Cisco CUBE.
Administer and query MariaDB and MongoDB databases.
Create and maintain BI dashboards using Apache Superset.
Develop and troubleshoot REST API integrations, webhooks, JSON payloads, and authentication methods.
Monitor performance, backups, data integrity, and system availability.
Troubleshoot complex issues across voice, application, database, and API layers.

Experience and Qualifications

Candidates should possess 5-10 years of experience in a related field, demonstrating proficiency in contact center solutions engineering and technical support. A strong background in Linux, SIP, database management, and API integration is essential for this role.

Work Environment

This is a full-time position based in Riyadh. The role involves working within a technical team focused on maintaining and enhancing contact center operations and infrastructure.