CCaaS & UC Recording Engineer

About Foundever

Foundever is a worldwide CX services company serving many of the world’s best-known digital-first brands. With a global workforce of 170,000 associates, the company focuses on delivering customer experiences through technology, expertise, and operational support.

Business Unit

This role sits within Enterprise IT.

Department

You will be part of the Enterprise CCaaS & WFM IT team, which manages global CCaaS and UC interaction recording services for the organization.

Role Overview

The CCaaS & UC Recording Engineer will act as a digital recordings specialist supporting the EMEA region. The position is focused on keeping recording platforms and related systems dependable, secure, and compliant while also helping shape improvements and new capabilities. The role involves vendor coordination, operational support, troubleshooting, technical documentation, and collaboration with multiple internal teams.

Key Responsibilities

• Manage the day-to-day functioning of call recording infrastructure so that voice and screen recordings are captured correctly and retained securely in line with compliance rules.
• Assist vendors with platform upgrades, deployments, and issue resolution while keeping business disruption to a minimum.
• Review recording quality, storage usage, and platform performance on a regular basis, and recommend improvements that strengthen reliability and compliance.
• Investigate and resolve recording failures quickly to reduce data loss and maintain uninterrupted capture of customer interactions.
• Keep detailed records covering system design, retention rules, encryption requirements, and associated data movement.
• Handle the support queue for recording-related incidents, giving priority to major outages and compliance-sensitive issues.
• Maintain alignment with data protection laws, retention standards, access restrictions, and audit requirements.
• Follow internal security controls and ensure any system modifications comply with regulations for financial call recording.
• Operate effectively in a high-pressure setting where system uptime and data accuracy are critical, including performing root-cause analysis on recording or quality issues.
• Track developments in call recording technology and compliance expectations, and suggest solutions that improve monitoring and control.
• Guide users technically, deliver training where needed, and support quality teams in using recording tools effectively.

Experience and Skills

The ideal candidate should have 3 to 4 years of engineer-level experience in voice-related systems. Experience managing teams is preferred. Strong coordination skills, the ability to work across global teams, and comfort handling several priorities at once are important. The role calls for someone who can work both independently and as part of a team, communicate fluently in English, and bring a proactive mindset toward learning and industry updates. Proficiency with Microsoft Office tools such as PowerPoint, Excel, and PowerBI is expected.

Certifications

A NICE Certified Administrator credential would be beneficial, though it is not mandatory.

Technical Environment

The role requires solid understanding of telecom systems and networks, along with experience or exposure to recording and CCaaS/UCaaS platforms such as Nice Engage, Genesys, AWS Connect, NICE CXOne, Zoom, RingCentral, WordWatch by BSL, and SIPRec.

What We Offer

• Meaningful work with the chance to support advanced AI-driven initiatives that can significantly impact the business.
• Ongoing learning and career development in a dynamic environment with remote-work flexibility.
• A competitive pay and benefits package.
• A collaborative workplace culture, including opportunities for occasional travel for training and industry events.

Additional Information

Applicants should have a B.Tech / B.E. in any specialization or be any graduate. This position is intended for candidates who can manage technical recording operations and compliance-focused support in a demanding enterprise environment.