Implementation Engineer

We Are Hiring: Implementation Engineer

About Us:

ZIWO is an Omni-channel Cloud Contact Center Software (CCAAS) providing straightforward solutions for companies to communicate with their clients via Phone, WhatsApp, SMS, and more. ZIWO connects 145 countries globally, including the GCC, enabling users to instantly expand their reach into new geographies. Our software offers ready-made plugins with most CRMs and is integrable with any app, thanks to an open API architecture.

The Implementation Engineer is a key member of the Professional Services Team - Operations Department, responsible for deploying, troubleshooting, and optimizing cloud contact center solutions, including IVR systems, chatbots, and workflow automation tools. This role bridges technical execution and operational efficiency, ensuring seamless product deployment while working closely with the Cross-Functional Teams to resolve issues and improve the overall client experience. The primary focus is to implement solutions and handle any challenges post-deployment.

Key Responsibilities:

Solution Deployment & Optimization:

• Execute the deployment of cloud contact center solutions.
• Ensure systems are properly set up and optimized based on client requirements.
• Utilize scripting and coding to enhance solutions where necessary.

Collaboration with Support Team:

• Engage with the Support Team to troubleshoot issues and provide escalated support.
• Improve the technical aspects of deployed solutions.
• Ensure timely issue resolution to enhance the client experience.

Testing & Troubleshooting:

• Conduct post-deployment testing to verify functionality, performance, and security.
• Work with the Support Team to address failures or weaknesses.
• Provide clear documentation and follow-up support.

Client Liaison:

• Interact with clients to understand technical requirements during deployment.
• Ensure the product aligns with client expectations.

Qualifications:

• Over 2 years of experience as a Software Developer.
• BS degree in Software Engineering, Computer Science, or a related field.
• Hands-on experience with Linux OS is preferred.
• Excellent English communication skills; proficiency in Arabic is a plus.
• Proficiency in programming languages such as LUA, Python, XML, and JavaScript.
  
• Experience working in an Agile/Scrum environment.
  
• Experience working on projects in a cross-functional environment is a plus.

Technical Competencies:

• Proven experience with Object-Oriented Programming (OOP) languages like Python, Java, etc.
  
• Experience with IVR implementation using any telephony stack (Freeswitch, Asterisk) is preferred.
• Familiarity with Software Design Patterns.
• Good knowledge of API tools like Postman and Swagger.
• Hands-on experience with Low Code Automation Tools.
• Strong communication skills.
  

We are proud to be an equal-opportunity workplace, hiring great people from a wide variety of backgrounds.