Operations Implementation Engineer

Your tasks

We are seeking a talented Genesys Operations / Implementation Engineer to join our growing team in the United Arab Emirates. In this role, you will lead the deployment, configuration, and optimization of Genesys Cloud and NICE CXone CCaaS solutions for enterprise contact centers. You will collaborate with cross-functional teams to drive successful migrations, ensure seamless telecom integrations, and deliver exceptional customer experiences.

• Design, configure, and implement Genesys Cloud contact center solutions
• Deploy and integrate NICE CXone platforms within enterprise environments
• Manage end-to-end CCaaS implementation projects, adhering to timelines and budgets
• Plan and execute contact center migrations from legacy systems to cloud-based platforms
• Collaborate with network and telecom teams to integrate SIP trunks, SBCs, and telephony infrastructure
• Provide Tier 2/3 technical support and troubleshooting for Genesys and NICE CXone environments
• Document solution architectures, implementation plans, and standard operating procedures
• Conduct knowledge transfer sessions and train stakeholders on new platform features
• Participate in pre-sales calls to define technical requirements and provide solution estimates

Requirements

Required qualifications

• 5-6 years of hands-on experience implementing and supporting contact center solutions
• Proven expertise in Genesys Cloud architecture, configuration, and administration
• Strong experience with NICE CXone platform deployment and integration
• Solid understanding of CCaaS principles and best practices
• Demonstrated experience leading end-to-end contact center migration projects
• Deep knowledge of telecom protocols, SIP trunking, SBCs, and telephony routing
• Excellent problem-solving skills and ability to work in fast-paced environments
• Effective communication skills in English, with ability to liaise with global stakeholders

Preferred qualifications

• Genesys Cloud Certification (e.g., GCP-CI, GCP-DE)
• NICE CXone Certification or relevant training
• Experience working in the UAE or Middle East contact center market
• Familiarity with network protocols (QoS, RTP, TCP/UDP) and firewall configurations
• Basic scripting skills (JavaScript, Python) for automation tasks
• Project management experience or PMP certification
• Arabic language proficiency

Other

Position details

• Location: United Arab Emirates
• Industry: Telecommunications
• Experience required: 5+ years