Full Stack Engineer

About The Role

Project Role: Full Stack Engineer

Project Role Description: We are seeking a Full Stack Engineer responsible for developing and engineering end-to-end system features, from user experience to backend code. You will leverage your development skills to deliver innovative solutions that help our clients improve their services. This role encourages the use of new technologies to solve challenging business problems with a cloud-first and agile mindset.

Summary: The Full Stack Cloud Contact Center Engineer designs, deploys, and manages Cloud Contact Center infrastructures. Working across various Cloud Contact Center and Unified Communication platforms in multi-vendor and multi-cloud environments, you will deliver intelligent solutions and efficient operations by leveraging Site Reliability Engineering, Automation, and AI-based observability tools.

Key Responsibilities:

• Design, Build, and Manage scalable and highly available Cloud Contact Center infrastructure on vendor platforms such as Amazon Connect, Genesys, etc.
• Design, Build, and Manage scalable and highly available Unified Communications (UC) infrastructure components.
• Monitor, Troubleshoot, and Optimize Cloud Contact Center infrastructure using AI-aided tools and Automation.
• Drive new solutions, design architecture, and integration standards for Cloud Contact Center infrastructure operations, leveraging Site Reliability Engineering (SRE) principles.
• Collaborate across teams to ensure seamless integration with full-stack components.
• Implement Infrastructure as Code (IaC) using templates and central orchestration tools.
• Automate deployments with provisioning tools to achieve Zero/Low touch provisioning.
• Ensure compliance with Contact Center best practices and organizational policies.
• Continuously evaluate and implement new Contact Center technologies and tools to improve efficiency.
• Provide technical guidance and support to team members and stakeholders.
• Possess basic knowledge of Networking and Security.

Must Have Skills: Cloud Contact Center Operations

Required Skills:

• Strong proficiency in Unified Communications (UC) and Contact Center (CC) technology platforms.
• Hands-on experience with Cloud CC platforms (Amazon Connect, Genesys Cloud CX, Nice CXOne, Cisco Webex, Five9).
• Experience with adjunct systems (e.g., recording, WFM, dialers, CRM, SBC).
• Strong understanding of the Site Reliability Engineering (SRE) Framework.
• Proficiency in coding languages such as Node.js, TypeScript, and Python.
• Strong understanding of Infrastructure as Code (IaC).
• Experience in automation and scripting tools (Python, Ansible).
• Proficiency in AI-aided observability/management tools (e.g., CloudWatch, Dynatrace, Splunk, ServiceNow).
• Strong understanding of networking, security, and cloud CC best practices.
• Ability to troubleshoot complex Contact Center incidents and infrastructure issues.
• Excellent communication and collaboration skills.

Good to Have Skills: N/A

Minimum Experience: 3 years of experience is required.

Educational Qualification: 15 years of full-time education.

Certifications (Required/Preferred):

• Cisco Certified Network Associate – Professional Collaboration
• Cisco Certified DevNet Specialist – Webex
• AWS Certified Solutions Architect Associate – Professional
• Genesys Cloud CX Certified Architect – Developer - Professional
• NICE Certified Implementation Engineer (NCIE)
• NICE Certified Development Professional (NCDP)
• Oracle Communications Session Border Controller Basic Certified Implementation Professional
• AudioCodes Certified Associate- Professional
• Microsoft Certified: Azure Developer Associate
• PCEP – Certified Entry-Level Python Programmer
• OpenJS Node.js Application Developer (JSNAD)
• HashiCorp Certified: Terraform Associate
• Site Reliability Engineering Foundation (SREF)