إمداد بإلم تعلن عن وظيفة مهندس حلول مركز الاتصال في الرياض

We are seeking a Contact Center Solutions Engineer to own platform administration, develop flows, manage Linux/SIP/database environments, build API integrations, and support L2/L3 operations.

Key Responsibilities

• Administer, configure, and provide L2/L3 support for Bright Pattern & Genesys engage Contact Center.
• Build and maintain call flows using Bright Pattern Scenario Builder.
• Manage RHEL Linux servers, permissions, services, networking, and platform health.
• Support voice/SIP infrastructure, including SIP trunking, VoIP routing, and Cisco CUBE.
• Administer and query MariaDB and MongoDB databases.
• Create and maintain BI dashboards using Apache Superset.
• Develop and troubleshoot REST API integrations, webhooks, JSON payloads, and authentication methods.
• Monitor performance, backups, data integrity, and system availability.
• Troubleshoot complex issues across voice, application, database, and API layers.

Must-Have Skills

• Bright Pattern Contact Center administration and development
• RedHat Enterprise Linux administration
• MariaDB administration and replication
• REST API integration, JSON, and webhooks
• Strong understanding of contact center and telephony concepts: ACD, IVR,QM, routing, queues, voice, chat, email, WhatsApp

Good-to-Have Skills

• SIP telephony, WebRTC and voice architecture
• Genesys PureEngage platform administration
• Nginx configuration
• MongoDB administration
• Scripting skills (Bash, Python) for automation
• Apache Superset / BI reporting
• Redis, Grafana, InfluxDB, Telegraf
• Conversational AI, RAG, or virtual agent experience

Soft Skills

• Strong troubleshooting and problem-solving skills
• Ability to translate business needs into technical configurations
• Clear communication with technical and non-technical stakeholders