Implementation Engineer

• Position: Contact Center Implementation Engineer (Mid/Senior)

• Location: Warsaw, Poland

• Working mode: 1 day per week from the Warsaw office or 100% remote

About our client

Our client is a Polish technology company specializing in Contact Center solutions delivered in a SaaS model. The company provides cloud-based Contact Center platforms, CRM solutions, telecommunications services and tools supporting customer service automation and AI. Its projects involve integrating multiple technologies and communication channels, including voice, chat, email and other digital channels. The company works with organizations that need scalable and tailored solutions to improve customer communication and operational efficiency.

About the role

We are looking for a Contact Center Implementation Engineer at Mid/Senior level to join our client’s team. You will be responsible for designing and implementing Contact Center solutions, including integrations, networking and system configuration. The role combines technical work with close cooperation with customers, from understanding business requirements through implementation, testing and training. You will also support troubleshooting, system development and the continuous improvement of delivered solutions.

Key responsibilities

• Design technical solutions and prepare implementation concepts, including integrations, networking and development.

• Configure, implement and test Contact Center solutions.

• Work directly with customers and internal technical teams throughout the implementation process.

• Translate business requirements into practical technical solutions.

• Prepare technical documentation and support the further development and maintenance of implemented solutions.

• Analyse technical issues and provide support in complex or non-standard situations.

• Test new technologies and solutions and proactively identify opportunities for improvement.

• Contribute to improving internal processes, implementation standards and ways of working.

Requirements

• Experience with Contact Center reporting and KPIs.

• Good understanding of Contact Center terminology and processes.

• Knowledge of technical aspects of omnichannel Contact Center environments, including voice, video, chat, email and social media.

• Practical knowledge of SQL and databases, including queries and stored procedures.

• Experience with integrations and external data sources, including Web Services and REST APIs.

• Basic understanding of IP networking.

• English at B2 level or higher, enabling you to independently participate in technical meetings and handle escalations.

• Ability to work directly with customers and translate business requirements into technical solutions.

• Strong ownership, independence, proactivity and ability to work effectively in a team.

Nice to have

• Experience with AI technologies in customer service, such as bots, Dialogflow or ASR.

• Knowledge of VoIP, SIP or WebRTC.

• Experience with CRM systems such as Odoo or Salesforce.

• Experience with L3 troubleshooting.

• Experience creating reports for Contact Center systems.

• Knowledge of cloud technologies, particularly Azure or GCP.

What our client offers

• 1 day per week from the Warsaw office or 100% remote work.

• Perm (UoP) or B2B contract

• Training and development budget.

• Medicover or Multisport.

• Opportunities to develop both technically and commercially, depending on your interests and career direction.

• A high level of independence and the opportunity to have a real impact on how projects and implementations are delivered.

• A friendly, informal working environment with little corporate bureaucracy.

• No formal dress code, except when required for specific client meetings or occasions.

The company has a startup-like atmosphere without actually being a startup. Teams work in a flexible environment where people can influence decisions and the way implementations are delivered. The Warsaw office is located near Soho Factory, with plenty of cafes, restaurants and bars nearby.