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CCaaS Expert (Genesys Cloud and/or Amazon Connect)

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Job Description
PERMANENT CONTRACT
Flexible
Clichy-Levallois
5 years of experience
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THE COMPANY

Founded in 2022, IKATAN means "link" in Indonesian. More than just a catchy name, it's at the core of our DNA. Our true added value lies in the connections we forge daily:

Internally: Among our consultants, to build true All-Star Teams where mutual support is a fundamental principle.

With our clients: To move beyond the 'supplier' cliché and become their trusted strategic partner.

In our projects: By perfectly aligning our clients' requirements with our consultants' career objectives. That's the synergy of success!

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Rapid growth:

In just 3 years, our approach has proven successful, and the journey has taken off.

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We have grown from:

3 passionate founders to a team of 40 collaborators.

a single initial project to over fifteen active clients.

a historical specialization (contact centers) to recognized expertise in the hottest topics in Tech.

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Our Scope of Expertise (What you will offer our clients!):

Customer Experience (CX) & CRM: We revolutionize end-to-end customer relationships (digital journeys, automation, cutting-edge CRM tools, operational performance).

Unified Communications: We modernize, secure, and industrialize the telecom infrastructures of tomorrow.

Data & Artificial Intelligence: We leverage data (generative AI, Machine Learning, business algorithms, custom dashboards) to give our clients a competitive edge.

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CONTEXT

Become the architect of connectivity and the driving force behind cloud transformation! As a CCaaS Expert, you’ll join our Unified Communications division to support our clients as they tackle their biggest challenge: the transition from “legacy” (on-premises) systems to the power of the cloud. Your goal? To execute large-scale, secure migrations while ensuring a seamless user experience. At our company, technology is all about connecting people!

Your Achievements
Your main achievements will include:

Your main achievements will include:

  • Strategic Migration: Technically Managing the Phase-Out of On-Premises Infrastructure in Favor of Cloud-Native Solutions (Genesys Cloud CX or Amazon Connect)
  • Design & Architecture: Design target architectures, omnichannel routing strategies, and complex IVR flows.
  • Integration & Connectivity: Ensure the CCaaS is interconnected with the rest of the IT system (CRM, APIs, webhooks, Lambda functions).
  • Performance & Reliability: Configure high availability and ensure quality of service (QoS) for large-scale Voice over IP (VoIP) traffic.
  • Consulting Services: Audit existing environments (Avaya, Cisco, Genesys Engage) and recommend the best migration paths.
Your Profile
You are our ideal candidate if you have

Technical Skills

  • Advanced proficiency in Genesys Cloud and/or Amazon Connect (certifications are a huge plus).
  • Solid foundation in VoIP/SIP networks and protocols.
  • Ability to script for deployment automation (Terraform, AWS CDK, Python).
  • Knowledge of CRM ecosystems for CTI integration.

Personality

  • Meticulous:Migrating thousands of users leaves no room for improvisation.
  • Collaborative: You enjoy sharing your knowledge and learning from the team.
  • Curious: Always on the lookout for new features from CCaaS providers.
Experience
  • Holds a five-year post-secondary degree (engineering or equivalent).
  • You have solid experience in the contact center/telecommunications industry .
  • You have successfully led migration projects to SaaS/Cloud solutions.
Join Us
Why is it so great to work WITH US?
Benefits
  • A role with diverse and cross-functional responsibilities – no time for boredom!
  • A young, dynamic team full of positive energy!
  • As one of the first, you will be a key pillar of a rapidly growing company.
  • A positive atmosphere and genuine human interactions.
  • Regular events! (After-work gatherings, parties, seminars, Team Building, etc.)
  • A premium work environment equipped with state-of-the-art facilities.
  • Quality entertainment: PS5, Switch 2, ping-pong, foosball.
  • Comprehensive health insurance (Benefiz), meal vouchers (Swile), and a holiday bonus.
The Recruitment Process
  • Le Match: Our experts review your resume.
  • First Contact: A call with our recruitment manager to discuss your goals and our vision.
  • Showcasing Your Skills: Create and submit your personalized Skills Portfolio to our client.
  • The Meeting: An interview with the end client to confirm that the technical and personal fit is right.
  • Feedback: We'll get back to you quickly to kick off the adventure!
When do we start?

Flexible

Our HQ

Clichy-Levallois (92)

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