Ingeniero de Producto CCaaS / UCaaS

About the role

SRL Soluciones, a Genesys Elite Partner, is expanding its near‑shore team and seeks a Product Engineer specialized in Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) for the Central American region. You will act as the technical reference, leading implementations and pre‑sales activities while collaborating closely with the Mexico team.

Key responsibilities

• Lead end‑to‑end implementations and technical pre‑sales for CCaaS/UCaaS solutions.
• Configure call flows, IVR, omnichannel routing, SIP trunks and integrate Genesys with CRM platforms (Salesforce, Dynamics) via REST APIs.
• Set up Zoom‑Genesys environments, including queues, agents and reporting.
• Document solution architectures, technical decisions, operation manuals and test evidence.
• Develop and execute functional and integration test plans (SIT/UAT) with customers.
• Provide technical support during Go‑Live and hyper‑care phases.
• Participate in technical demos and solution presentations.
• Recommend best‑practice design patterns.

Required profile

• Degree in Systems, Telecommunications or related Engineering (mandatory).
• 3‑5 years of experience in Unified Communications/CCaaS.
• At least two projects using Genesys Cloud or comparable platforms (Five9, Amazon Connect, Zoom CC).
• Genesys Cloud and Cloud (AWS/Azure) certifications are a plus.
• Intermediate‑advanced English and ability to work autonomously.

Required skills

• Genesys Cloud
• Zoom CC
• SIP trunk configuration
• REST API integration
• Salesforce
• Microsoft Dynamics
• AWS
• Azure
• Architect and IVR flow design
• Omnichannel routing
• Functional testing, SIT, UAT

What we offer

• Hybrid work model based in San Salvador.
• Sponsorship for official Genesys Cloud certifications.
• Structured career path with exposure to regional complex projects.
• Highly competitive salary and benefits package.