Software Engineer - Contact Centre

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: Configure, administer and troubleshoot the Genesys Cloud platform (ACD, IVR, Architect flows, queues, routing rules).
• Unified Communications & Telecom: 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 using Genesys Cloud Public API.
• Projects & Advisory: Contribute to technical design and architecture decisions and provide expert guidance to stakeholders.