About the role The Call Centre technology support engineer is responsible for designing, developing, testing, and maintaining software applications to support business operations and customer needs. This role involves collaborating with cross-functional teams, ensuring software quality, and optimizing system performance. Key duties and responsibilities The candidate will be required to provide support and configuration services for the ConnexAI contact center suite and other platforms that may be supported by Reflex. The role supports multi-tenant client deployments, integrates third-party platforms, assists with API-level troubleshooting, and contributes to the delivery of carrier-grade unified communications solutions. Incident Management & Client Configuration Act as the first point of contact for ConnexAI-related incidents across multiple client environments. Software Development: Design, develop, implement and maintain applications using appropriate programming languages and frameworks. Collaboration: Work closely with product managers, UX/UI designers, and other developers to ensure alignment with business goals. Support & Maintenance: Provide technical support and updates for existing applications. Log, track, and resolve support tickets in line with SLAs. Implement client‑specific contact center configurations based on agreed solution designs. System Optimisation & Technical Documentation System Optimization: Enhance performance, scalability, and security of applications. Documentation: Create and maintain technical documentation for applications, APIs, and processes. Testing, Troubleshooting & Continuous Improvement Testing & Debugging: Perform unit testing, debugging, and troubleshooting to ensure high-quality client experience. Innovation & Research: Stay updated with emerging technologies and best practices in software development. Handle troubleshooting of voice, digital, and omnichannel issues (inbound/outbound call failures, channel routing, etc.). Education, Experience and Skills Technical Skills Hands‑on experience with ConnexAI or similar platforms. Good understanding of REST APIs, including methods (GET, POST), headers, payloads, authentication, and basic debugging. Exposure to SIP, RTP, and VoIP troubleshooting. Tools & Technologies Experience using API testing tools (e.g., Postman), ticketing platforms (e.g., HaloPSA, Freshdesk, Zendesk), and call monitoring systems. Working knowledge of JSON, XML, or webhook configurations. Soft Skills Strong problem‑solving skills and a logical troubleshooting mindset. Excellent verbal and written communication. Customer‑focused and able to operate under pressure in a multi‑client support environment. #J-18808-Ljbffr