Senior Contact Centre Engineer

Senior Contact Centre Engineer (UC/Telephony)

Full Time

Permanent

Hybrid - London SE1 (1 day per week onsite)

£70-80K basic + benefits (5% pension, 25 days hols, life insurance, medical cover)

Are you an experienced Senior Contact Centre Engineer looking for a new challenge?

Do you have a background in Telephony + UC with a strong understanding of design, deployment, and integration of customer engagement solutions built on platforms such as NICE CXone, Genesys, Avaya, or Cisco along with hands-on telecoms or VoIP engineering experience and deep understanding of SIP, PSTN, SBCs and IP telephony?

Here at ARM we are recruiting for a full time permanent Senior Contact Centre Engineer for a global IT services and consultancy client of ours.

Our client:

They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Overview:

We are seeking a seasoned professional with a strong telecom and contact centre background to lead the design, deployment, and integration of customer engagement solutions built on platforms such as NICE CXone, Genesys, Avaya, or Cisco. This hands-on role combines deep telephony expertise with practical experience in IVR design, queue management, and CRM integration. The successful candidate will act as a technical authority, mentoring junior engineers while delivering high-impact contact centre solutions for enterprise clients.

Responsibilities:

Solution Delivery and Integration:
. Lead technical delivery of contact centre implementations across voice and digital channels.
. Design and deploy IVR and queuing strategies aligned with customer experience objectives.
. Ensure solution configurations are resilient, scalable, and meet compliance and security standards.

Telephony and Infrastructure:
. Manage configurations and troubleshooting for SIP trunks, PSTN access, SBCs, and PBX systems.
. Implement contact centre components within NICE CXone, Genesys Cloud, Avaya, or Cisco platforms.
. Design and support emergency routing and system failover scenarios.

Application Integration:
. Deliver CRM and third-party app integrations using REST or SOAP APIs.
. Coordinate data flows between telephony platforms and business systems (Salesforce, Dynamics, etc.).
. Conduct testing and validation of integration use cases.

Technical Leadership:
. Serve as an escalation point for complex contact centre infrastructure issues.
. Mentor and support junior engineers and technical consultants.
. Contribute to solution design documentation, handovers, and client technical briefings.

Client Collaboration:
. Participate in technical discovery workshops and requirement-gathering sessions.
. Align solution architecture to client business goals.
. Communicate clearly with technical and non-technical stakeholders.

Qualifications:

Required Skills & Experience:
. 5yrs+ hands-on in telecoms or VoIP engineering roles, with at least 2 years in contact centre environments.
. Strong experience with NICE CXone, Genesys, Avaya, or Cisco contact centre platforms.
. Deep understanding of SIP, PSTN, SBCs, and IP telephony fundamentals.
. Integration experience with CRMs and enterprise systems using web services/APIs.
. Strong communication and stakeholder management skills.

Preferred Skills:
. Certifications in NICE CXone, Genesys Cloud, Cisco Collaboration, or Avaya.
. Exposure to ITIL, TOGAF, or Agile project environments.
. Experience in industries with regulatory requirements (eg, finance, healthcare).

Working Conditions:

* May require evening and weekend work during key implementation phases.
. Flexibility to travel to client sites as needed.

Some of the benefits include:

• Healthcare and dental insurance
• Company pension is matched up to 5%
• 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
• Life assurance - 4 x annual salary
• Cycle to work scheme
• Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training courses

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.