About the Role: Ankido is looking for a Senior CX Cloud Engineer to join our Professional Services team and deliver enterprise customer experience and contact-center solutions. We are specifically looking for an experienced Contact Center / CCaaS engineer from platforms such as Cisco or Avaya who has strong voice, routing, integration and troubleshooting fundamentals and is ready to specialize in Genesys Cloud. What You Will Do:

• Design, configure, implement and optimize cloud contact-center solutions.
• Translate customer requirements into scalable technical designs and contact-center configurations.
• Configure IVR, ACD, queues, skills, routing, business hours, call recording and reporting.
• Troubleshoot voice, SIP, routing, integration and platform configuration issues.
• Work with customers on discovery workshops, technical discussions, implementation and knowledge transfer.
• Integrate contact-center platforms with CRM and third-party systems using APIs and related integration methods.
• Lead the testing, go-live activities and post-implementation optimization.
• Complete the Genesys Cloud education and certification path and progressively take ownership of Genesys Cloud implementations.

Minimum Requirements – Must Have:

• 2–3+ years of hands-on experience implementing, configuring or supporting enterprise Contact Center / CCaaS technologies.
• Hands-on experience with at least one enterprise platform such as Cisco Webex Contact Center/UCCE/UCCX, Avaya Contact Center/Aura/Experience Platform, NICE CXone, Amazon Connect or equivalent.
• Practical experience with IVR, ACD, call routing, queues, skills and contact-center operations.
• Strong working knowledge of SIP, RTP, VoIP, CTI and PSTN concepts.
• Working knowledge of TCP/IP, DNS, NAT, firewall and basic network troubleshooting.
• Working knowledge of REST APIs, HTTP and JSON; ability to troubleshoot API integrations.
• Strong analytical and troubleshooting skills with a structured approach to root-cause analysis.
• Experience working directly with customers in technical implementation or consulting environments.
• Good spoken and written English.
• Willingness to complete Genesys Cloud training and certification.

Preferred Qualifications:

• Cisco or Avaya contact-center implementation experience.
• Exposure to AWS or another public cloud platform.
• CRM integration experience.
• Experience with Python, Java, C#, JavaScript or other scripting languages.
• Experience with conversational AI, virtual agents, speech analytics or other AI-enabled CX technologies.
• Existing Genesys Cloud experience or certification.

What We Are Looking For: We are not hiring for a certification keyword. We are hiring an engineer who understands how a contact center works and can transfer that knowledge to a modern cloud platform. If you can design a call flow, understand SIP, troubleshoot a voice problem, work with APIs and confidently face a customer, we can teach you Genesys Cloud. Education:

• Bachelor’s degree in Computer Science, Engineering, IT or a related field, or equivalent practical experience.

Why Join Ankido?

• Work on enterprise CX and cloud contact-center transformation projects.
• Build a career around Genesys Cloud with structured education and certification.
• Work directly with customers across complex implementation environments.
• Develop expertise across CX, cloud, voice, integrations and AI-enabled customer experience.

Apply Now ..

Send your resume to:  [email protected]
Email Subject:  CX Cloud Engineer