CMC Markets
Cloud Telephony & Contact Centre Engineer
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Cloud Telephony & Contact Centre Engineer
We are seeking an experienced Cloud Telephony & Contact Centre Engineer to support the migration and ongoing evolution of our contact centre capabilities within the Modern Workplace team.
This role will play a key part in delivering a cloud-based contact centre migration, working under the direction of the Modern Workplace Engineering Manager. The successful candidate will bring hands-on experience in cloud telephony platforms and prior involvement in contact centre migrations. Helping to ensure a smooth transition with minimal disruption to business operations beyond the initial migration, the role will focus on enhancing and expanding contact centre capabilities, introducing new features and functionality to improve customer and agent experience. This includes the delivery of CRM integrations, virtual agents, and omnichannel communication capabilities (e.g., WhatsApp, SMS, chat), supporting the organisation’s broader digital transformation objectives.
In addition, the role will be responsible for reviewing and improving the storage, accessibility, and management of historical call and messaging data, with the goal of consolidating archives from legacy platforms into a centralised, efficient, and compliant solution.
Key Responsibilities
- Perform the hands-on technical delivery of the contact centre migration to a cloud-based platform
- Design, build, configure, and implement cloud telephony and messaging solutions
- Execute migration activities including number porting, call flow configuration, routing, and testing
- Work closely with internal stakeholders across IT, customer operations, and business teams to deliver requirements
- Collaborate with vendors and third-party providers to implement and integrate solutions
- Ensure high availability, resilience, and performance of telephony systems
- Produce technical documentation, configuration guides, and implementation artefacts
- Support testing, rollout, and post-migration stabilisation activities
- Provide knowledge transfer and documentation for internal teams
- Ensure all solutions are designed and implemented in line with FCA regulatory requirements, including:
- Compliance with record-keeping, call recording, and communications surveillance obligations
- Appropriate consideration of data retention, security, and auditability
- Alignment with internal risk, compliance, and governance standards
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Following migration, deliver new contact centre capabilities and enhancements, including:
- Implementation of CRM integrations
- Deployment of Virtual Agents / conversational AI solutions
- Enablement of Omnichannel communications (e.g., WhatsApp, SMS, chat)
- Ongoing feature development and continuous improvement aligned to business needs
- Review and implement improvements to call and messaging data archiving, including consolidation of legacy platform data into a centralised solution
- Improving accessibility, searchability, and compliance of archived communications
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Required Experience & Skills
- Proven experience as a Cloud Telephony or Contact Centre Engineer
- Demonstrated experience in migrating contact centres to cloud platforms
- Strong understanding of modern contact centre architectures
- Experience working with cloud communication platforms
- Solid knowledge of voice, messaging, and telephony infrastructure
- Experience integrating telephony systems with enterprise applications (e.g., CRM)
- Ability to work in a fast-paced, delivery-focused environment
Desirable Skills & Experience
- Experience with Zoom Contact Center, RingCentral, or NICE CXone (or similar platforms)
- Knowledge of Virtual Agents / Conversational AI
- Experience with CRM integrations (e.g., Salesforce, Dynamics, etc.)
- Familiarity with Workforce Management (WFM) tools
- Experience delivering Omnichannel solutions (SMS, WhatsApp, chat, etc.)
- Understanding of call and message archiving / compliance requirements
CMC Markets is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age
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