This is an FTC role
We are seeking an experienced Cloud Telephony & Contact Centre Engineer for a 12 month FTC contract to support the migration and ongoing evolution of our contact centre capabilities within the Modern Workplace team.
This role will play a key part in delivering a cloud-based contact centre migration, working under the direction of the Modern Workplace Engineering Manager. The successful candidate will bring hands-on experience in cloud telephony platforms and prior involvement in contact centre migrations, helping to ensure a smooth transition with minimal disruption to business operations.
Beyond the initial migration, the role will focus on enhancing and expanding contact centre capabilities, introducing new features and functionality to improve customer and agent experience. This includes the delivery of CRM integrations, virtual agents, and omnichannel communication capabilities (e.g., WhatsApp, SMS, chat), supporting the organisation’s broader digital transformation objectives.
In addition, the role will be responsible for reviewing and improving the storage, accessibility, and management of historical call and messaging data, with the goal of consolidating archives from legacy platforms into a centralised, efficient, and compliant solution.
Key Responsibilities
- Perform the hands-on technical delivery of the contact centre migration to a cloud-based platform
- Design, build, configure, and implement cloud telephony and messaging solutions
- Execute migration activities including number porting, call flow configuration, routing, and testing
- Work closely with internal stakeholders across IT, customer operations, and business teams to deliver requirements
- Collaborate with vendors and third-party providers to implement and integrate solutions
- Ensure high availability, resilience, and performance of telephony systems
- Deliver and support integration with CRM systems and other enterprise platforms
- Produce technical documentation, configuration guides, and implementation artefacts
- Support testing, rollout, and post-migration stabilisation activities
- Provide knowledge transfer and documentation for internal teams
- Ensure all solutions are designed and implemented in line with FCA regulatory requirements, including:
- Compliance with record-keeping, call recording, and communications surveillance obligations
- Appropriate consideration of data retention, security, and auditability
- Alignment with internal risk, compliance, and governance standards
- Following migration, deliver new contact centre capabilities and enhancements, including:
- Implementation of CRM integrations
- Deployment of Virtual Agents / conversational AI solutions
- Enablement of Omnichannel communications (e.g., WhatsApp, SMS, chat)
- Ongoing feature development and continuous improvement aligned to business needs
- Review and implement improvements to call and messaging data archiving, including:
- Consolidation of legacy platform data into a centralised solution
- Improving accessibility, searchability, and compliance of archived communications
Required Experience & Skills
- Proven experience as a Cloud Telephony or Contact Centre Engineer
- Demonstrated experience in migrating contact centres to cloud platforms
- Strong understanding of modern contact centre architectures
- Experience working with cloud communication platforms
- Solid knowledge of voice, messaging, and telephony infrastructure
- Experience integrating telephony systems with enterprise applications (e.g., CRM)
- Ability to work in a fast-paced, delivery-focused environment
Desirable Skills & Experience
- Experience with Zoom Contact Center, RingCentral, or NICE CXone (or similar platforms)
- Knowledge of Virtual Agents / Conversational AI
- Experience with CRM integrations (e.g., Salesforce, Dynamics, etc.)
- Familiarity with Workforce Management (WFM) tools
- Experience delivering Omnichannel solutions (SMS, WhatsApp, chat, etc.)
- Understanding of call and message archiving / compliance requirements
CMC Markets is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age
Skills Required
- Proven experience as a Cloud Telephony or Contact Centre Engineer
- Demonstrated experience in migrating contact centres to cloud platforms
- Strong understanding of modern contact centre architectures
- Experience working with cloud communication platforms
- Solid knowledge of voice, messaging, and telephony infrastructure
- Experience integrating telephony systems with enterprise applications
- Ability to work in a fast-paced, delivery-focused environment
What We Do
CMC Markets is a leading global provider of online trading and investing, with a comprehensive retail, professional and institutional offering. Established in 1989, headquartered in London and listed on the London Stock Exchange, we have offices in Australia, China, Singapore, and across Europe. Over 1m traders and investors* worldwide have access to our proprietary platforms, native mobile trading apps, and MetaTrader 4. Our clients can trade on a huge range of financial instruments through our award-winning spread betting, CFD and share trading platforms**. We provide transparent, competitive pricing, market insights, and dedicated, 24/5 customer service. *1.388 million unique user logins for the CMC Markets invest and CFD platforms globally, as at August 2023. **Awards include: No.1 Web Platform & No.1 Most Currency Pairs, ForexBrokers.com Awards 2023; Best Forex Broker, Good Money Guide Awards 2023; Best In-House Analysts, Professional Trader Awards 2023; CFD Provider of the Year, Investors' Chronicle/Financial Times Celebration of Investment Awards 2023; No.1 Platform Technology, ForexBrokers.com Awards 2022; Best Mobile Trading Platform, ADVFN International Financial Awards 2022. Disclaimer: Spread bets and CFDs are complex instruments and come with a high risk of losing money rapidly due to leverage. 68% of retail investor accounts lose money when spread betting and/or trading CFDs with this provider. You should consider whether you understand how spread bets, CFDs, OTC options or any of our other products work and whether you can afford to take the high risk of losing your money. Professional clients: Countdowns carry risk to any capital invested. These products are not suitable for all investors. CMC does not endorse, control or take responsibility for any third party content on or linked to this account. Nothing in this material is (or should be considered to be) financial, investment or other advice on which reliance should be placed
