Nice Cloud Connectivity Engineer

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Experience: 6–10 Years
Role: Network & Telephony Engineer – CCaaS Connectivity
Preferred Platforms: NICE CXone, Genesys Cloud, Amazon Connect, Microsoft CCaaS

Your Role:

We are looking for a skilled CCaaS Connectivity Engineer with strong expertise in telephony, SBCs, and secure SIP connectivity to design, implement, and support end‑to‑end connectivity between customer networks/SBCs and CCaaS POP environments. The role supports multiple CCaaS platforms, with NICE CXone as the preferred experience.

• Design and implement cloud telephony connectivity for CCaaS platforms (NICE CXone, Genesys Cloud, Amazon Connect, Microsoft CCaaS)
• Configure and support SBC‑to‑CCaaS POP connectivity, including BYOC
• Manage Direct Routing connectivity for Microsoft CCaaS using SBC and secure signaling
• Troubleshoot SIP, voice quality, and network issues to ensure high availability
• Implement and maintain secure connectivity using TLS, SRTP, SDP, certificates, and encryption
• Work with architects, CCaaS developers, and stakeholders to align network design with business needs
• Support on‑prem to CCaaS migrations
• Maintain network and telephony documentation and support incident/problem/change management
• Participate in Agile ceremonies and coordinate with vendors on roadmap features

Your Profile:

• Strong hands-on experience with CCaaS connectivity across one or more platforms:
  • NICE CXone (preferred)
  • Genesys Cloud
  • Amazon Connect
  • Microsoft CCaaS / Direct Routing
• Solid SBC expertise (carrier interconnect, SIP normalization, security)
• Deep knowledge of:
  • SIP terminology and call flows
  • VoIP and SIP trunking
  • SDP, TLS, SRTP, certificates
• Good networking fundamentals:
  • LAN / WAN
  • TCP/IP, DNS, NAT, Firewall concepts
• Experience with cloud platforms (AWS / Azure / GCP)
• Exposure to production support and root cause analysis
• Familiarity with Jira and Scrum
• Strong communication and documentation skills

Nice to Have

• Advanced certification in any CCaaS or telephony platform
• Experience supporting large‑scale contact center environments

What you’ll love

Growth and Learning at Every Step Access continuous learning through internal academies, certifications, and mentorship. Explore career mobility across roles, industries, and geographies. Be part of a “school of excellence” where your skills resonate beyond the company.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.