CCaaS System Engineer

Your tasks

Join IST's CX Academy in Egypt and build real expertise on the platforms powering enterprise customer experience across Europe. You will install, configure and support cloud contact centre (CCaaS) platforms, mainly Genesys Cloud CX and Sprinklr, on live client accounts in the DACH region (Germany, Austria, Switzerland) from day one. Not a classroom: real projects, real clients.

• Configure CCaaS platform components (routing, queues, IVR/flows, users and channels) to agreed designs.
• Provide Tier 1–2 support for live DACH accounts, including scheduled on-call, and apply customer change requests.
• Troubleshoot voice, digital-channel and configuration issues and work vendor support cases.
• Communicate with DACH customers in German, and help gather and document requirements.

Requirements

• Bachelor's degree in Computer Engineering, Computer Science, Communications or a related field.
• Advanced German (C1 or higher), spoken and written; good professional English.
• Basic knowledge of networking, VoIP/SIP, Windows/Linux and cloud/SaaS concepts.
• Strong problem-solving skills, eagerness to learn and a customer-focused attitude.
• Flexibility to work hours aligned to DACH customers and join an on-call rotation.

• Study, work or internship in a German-speaking country; German certificate (e.g., Goethe/TestDaF).
• CCNA, cloud fundamentals or ITIL; hands-on Genesys or Sprinklr exposure; scripting basics.

What we offer

• Official Genesys and Sprinklr certification, supported by IST.
• Live delivery on active Germany/DACH accounts and mentorship from senior engineers.
• A relocation pathway to the DACH region after a set period, subject to performance and business needs.