Shape the Future of Customer Experience as a Senior Engineer in Our Contact Centre Team!

ABOUT DNB AND FUTURE CONTACT CENTRE

DNB is Norway's largest financial group and one of the leading banks in the Nordic region. In the Contact Centre team, we are building the next-generation customer service platform on Genesys Cloud — a modern, cloud-based solution handling over 10 million customer interactions annually across voice, chat, email, and other channels.

We are looking for an experienced and driven professional to help develop, operate, and optimise our contact centre platform — with a particular focus on Genesys Cloud, telecom integrations, and unified communications solutions.

ABOUT THE ROLE

As a Senior Contact Centre Engineer, you will be a key resource within the CC team, taking responsibility for the technical architecture, configuration, and management of our Genesys Cloud platform. You will work closely with product owners, developers, and the operations organisation to ensure high stability, continuous innovation, and an excellent customer experience.

KEY RESPONSIBILITIES

• Genesys Cloud — Platform Administration & Development: Configure, administer and troubleshoot the Genesys Cloud platform (ACD, IVR, Architect flows, queues, routing rules).
• Unified Communications & Telecom Integrations: Configure and operate SIP trunking, Direct Routing, WebRTC and PSTN connectivity.
• Integrations & APIs: Develop and maintain integrations with CRM systems (Salesforce, ServiceNow) and internal business systems.
• Projects & Advisory: Contribute to technical design and architecture decisions for new contact centre initiatives and produce technical documentation.