Job Description

Software Engineer - Contact Centre

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.

The role combines deep technical expertise in CCaaS and telephony technology with the ability to understand business needs and translate them into concrete solutions. You should be comfortable with ownership, able to work independently, and be an active contributor in an agile team.

KEY RESPONSIBILITIES

Genesys Cloud — Platform Administration & Development

• Configure, administer and troubleshoot the Genesys Cloud platform (ACD, IVR, Architect flows, queues, routing rules)
• Design and implement call routing, interactive voice response (IVR), and omnichannel flows
• Manage user accounts, roles, divisions, and access control (OAuth, SSO)
• Monitor platform health, analyse incident logs, and resolve issues within SLA
• Coordinate with Genesys support on escalated technical issues
  

Unified Communications & Telecom Integrations

• Configure and operate SIP trunking, Direct Routing, WebRTC and PSTN connectivity
• Handle audio and video quality (codec configurations, QoS, network requirements for UC)
• Set up and troubleshoot headset integrations, softphone clients.
• Ensure correct DTMF handling, call recording solutions, and conversation analytics
  

Integrations & APIs

• Develop and maintain integrations with CRM systems (Salesforce, ServiceNow) and internal business systems
• Leverage the Genesys Cloud Public API, webhooks, and data actions to automate processes
• Support implementation of AI-driven features: chatbot, voicebot, and agent assist
  

Projects & Advisory

• Contribute to technical design and architecture decisions for new contact centre initiatives
• Produce technical documentation, operational procedures, and training materials
• Provide expert guidance to product owners and business stakeholders on platform capabilities
• Participate actively in agile sprints and contribute to continuous improvement (CI/CD, CX-as-code)
  

WHAT WE ARE LOOKING FOR

Required Qualifications

• Minimum 5 years of experience in contact centre technology or unified communications
• Solid hands-on experience with Genesys Cloud (or Genesys PureConnect / Avaya / Cisco as an equivalent)
• Proven knowledge of telecom protocols: SIP, RTP, SRTP, H.323, WebRTC
• Understanding of network infrastructure: QoS, VLAN, SD-WAN, firewall rules for voice/video
• Strong oral and written proficiency in Norwegian (Bokmal or Nynorsk) is preferred
• Good English skills — written and spoken
  

Desirable Qualifications

• Genesys Cloud CX certification (Administrator, Architect, or Developer)
• Experience with CX-as-Code and Terraform for Genesys Cloud
• Familiarity with REST API, JSON, and basic scripting (Python, PowerShell, JavaScript)
• Experience with ServiceNow or a comparable ITSM platform
• Background from the financial sector or another regulated industry
• Knowledge of GDPR and Norwegian data privacy legislation in a contact centre context
  

Education

Bachelor's or Master's degree in computer science, telecommunications, information systems, or equivalent
Relevant work experience may compensate for formal academic qualifications

PERSONAL QUALITIES

• Structured and solution-oriented — you find root causes, not just symptoms
• Strong communicator — you can convey technical complexity in a clear and accessible way
• Proactive and self-driven — you take initiative without waiting for detailed instructions
• Collaborative — you thrive in cross-functional teams where PM, development, and operations work closely together
• Keen to learn — contact centre technology evolves rapidly, and you keep yourself professionally up to date
• Quality-conscious — you deliver solutions that are robust, secure, and scalable

WHAT WE OFFER

• Competitive salary and bonus scheme tailored to experience and qualifications
• Flexible working arrangements with a hybrid model (Oslo office and home working options)
• Professional development — support for Genesys, Microsoft, and AWS certifications
• An exciting working environment at the intersection of fintech, AI, and customer experience
• A great social environment with excellent pension and insurance schemes
• The opportunity to shape the future contact centre of Norway's largest bank

For questions about the position, please contact: Head of Department / Mahesh Kumar Purushothaman Pillai / mail: mahesh.kumar.purushothaman.pillai@dnb.no

A job in Norway's largest financial group offers professional challenges in an exciting work environment with many opportunities. DNB strives to create an inclusive workplace where people thrive and feel comfortable. We believe that equality and inclusion boost innovative thinking and collective competency which contributes to create an attractive and flexible company equipped for a changeable business landscape. We are looking for skilled and motivated employees to meet customer needs and to achieve our goals. With so many varied disciplines and exciting opportunities in the future, we are looking for employees with different background, age and expertise. Are you engaged in focusing on the customer, and in addition fit our values: curious, brave and responsible, you might be exactly the person we need.