Senior Engineer - Contact Center and IP Telephony

About the role

Roche is hiring a Senior Engineer for its Contact Center and IP Telephony position in Madrid, within the Product Development, Integration and Engineering chapter. You will develop, maintain and optimise contact center systems and integrations, working with business analysts, developers and other stakeholders to design stable, scalable and secure solutions.

Key responsibilities

• Design, build, test and implement Contact Center and IP Telephony (IPT) solutions, and standardise their components.
• Lead and contribute to the design and architecture of end-to-end Contact Center solutions aligned with business requirements and technical standards.
• Ensure designs comply with Roche's security, quality and regulatory standards.
• Provide third-level technical support, manage escalations and lead technical teams.
• Conduct training for end users and take part in paid on-call shifts (one week per month).
• Evaluate new solutions through proofs of concept and maintain design documentation.
• Collaborate with Contact Center Product Managers, infrastructure and CRM teams, and promote continuous improvement.

Required profile

• Bachelor's degree in computer science, systems analysis or a related field, or equivalent experience.
• 3+ years of experience in contact center technology.
• Experience in regulated environments and modern architecture practices is advantageous.
• Strong written and verbal communication skills in English.

Required skills

• Cisco Unified Contact Center Enterprise (UCCE)
• Session Border Controllers (SBCs)
• Contact Center as a Service (CCaaS) platforms, especially Genesys and Talkdesk
• Workforce Engagement Management (WEM) solutions such as call recording, quality management and interaction analytics
• Conversational AI (virtual agents, agent assistants, LLMs)
• Python, JavaScript, Git and REST APIs
• Agile / Scrum methodology