IT Engineer Contact Center

Details

Do you want to design and operate a cloud-based contact center platform that supports critical customer interactions? As a Senior CCaaS DevOps Engineer, you take end-to-end ownership of platform capabilities across NICE CXone, APIs, and telephony integrations. You ensure secure, reliable, and compliant solutions while enabling seamless omnichannel experiences. Your work directly impacts customer service operations and contributes to building scalable, future-ready digital platforms within a sustainability-focused bank.

Responsibilities

• Own CCaaS platform capabilities from concept to delivery and continuous improvement.
• Connect NICE CXone with internal systems.
• Design reliable voice and telephony integrations.
• Explore opportunities to enhance the platform.
• Implement secure API solutions.
• Embed security and compliance into platform development.
• Maintain platform reliability and resolve critical incidents.
• Address complex integration challenges with practical, innovative solutions.
• Collaborate with internal stakeholders and external vendors in a complex CCaaS ecosystem.
• Contribute to scalable and resilient platform solutions in an agile, DevOps-driven environment.

Working Environment

You will join an international, multidisciplinary DevOps team within the Customer Interaction & Conversational grid. The team includes engineers, data specialists, and product professionals from diverse backgrounds and nationalities. The work is organized around collaboration, shared ownership, continuous improvement, knowledge sharing, experimentation, and learning. The role involves working with internal stakeholders and external vendors in a complex CCaaS ecosystem.

The position follows a hybrid working model, with at least one day per week in the office.

Requirements

• 10+ years of experience.
• Experience as a DevOps, Platform, or Cloud Engineer.
• Strong hands-on experience with cloud platforms, preferably Azure.
• Experience securing applications and APIs using TLS encryption, OAuth2 authorization patterns, SAML integrations using IdP/SP, web and API security best practices, and secure coding principles.
• Experience securing REST API exposure through API gateways.
• Strong understanding of TCP/IP, HTTP/HTTPS, SIP, and WebRTC/RTC.
• Experience with voice and telephony integration is a strong plus.
• Hands-on experience with CI/CD, automation, and scripting, such as Python.
• Experience working in complex, vendor-driven CCaaS environments.
• Strong ownership mindset and proactive problem-solving skills.
• Analytical skills.
• An entrepreneurial attitude.

Benefits

• Gross monthly salary of €6,066–€8,666 based on a 36-hour work week, including holiday allowance and a flexible benefit budget.
• Excellent employment conditions and pension scheme.
• Hybrid working and an ergonomic home office setup.
• Five weeks of vacation per year, plus two mandatory days off.
• The option to purchase up to four additional weeks of vacation annually.
• Five “Banking for better days” extra days off for personal development or volunteer work.
• €1,000 annual development budget, which can accumulate up to €3,000.
• Annual public transport pass providing free public transportation throughout the Netherlands for business and private use.
• Personal development opportunities and internal career opportunities.