Modern Workplace Engineer
On-site · London, England, United Kingdom
Job Summary
This FTC role requires an experienced Cloud Telephony & Contact Centre Engineer to support the migration and ongoing development of contact centre capabilities within the Modern Workplace team. Key responsibilities include the hands-on technical delivery of a cloud-based contact centre migration, designing and implementing telephony solutions, collaborating with stakeholders, and enhancing customer and agent experiences through new features such as CRM integrations and omnichannel communication. Required experience includes proven participation in contact centre migrations, expertise in cloud telephony infrastructure, and the ability to integrate systems with enterprise applications.
Required Qualifications
- Proven experience as a Cloud Telephony or Contact Centre Engineer
- Demonstrated experience in migrating contact centres to cloud platforms
- Strong understanding of modern contact centre architectures
- Experience working with cloud communication platforms
- Solid knowledge of voice, messaging, and telephony infrastructure
- Experience integrating telephony systems with enterprise applications (e.g., CRM)
- Ability to work in a fast-paced, delivery-focused environment
Desired Qualifications
- Experience with Zoom Contact Center, RingCentral, or NICE CXone (or similar platforms)
- Knowledge of Virtual Agents / Conversational AI
- Experience with CRM integrations (e.g., Salesforce, Dynamics, etc.)
- Familiarity with Workforce Management (WFM) tools
- Experience delivering Omnichannel solutions (SMS, WhatsApp, chat, etc.)
- Understanding of call and message archiving / compliance requirements
Additional Requirements
- Equal opportunities employer, encourages applications from qualified candidates regardless of gender, sexual orientation, marital status, gender reassignment, race, nationality, religion, disability, or age
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