**Job Description - Grade Specific**:
- Focus on Connectivity and Network Engineering.
Establishes trust and credibilty with customer accounts.
Shows clear dedication and commitment to business objectives.
Operates with no supervision in complex environments.
Sets and manages realistic and deliverable expectations.
Considers ̃the bigger picture when making decisions.
Motivates the team by generating a positive and enthusiastic atmosphere.
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

📌 Nice Cloud Connectivity Engineer (Aguascalientes)
🏢 Capgemini
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