IT Infrastructure Engineer Cloud Contact Center

As an IT Infrastructure Engineer, you'll be the technical backbone of Hilti's global Cloud Contact Center (CCC) platform — ensuring the global customer service teams can reliably connect with customers through voice, email, messaging, and digital channels. You'll configure, maintain, and troubleshoot the contact center infrastructure, manage telephony integrations, and respond to incidents. In this role, you'll be part of the Cloud Contact Center (CCC) Platform Team within the Marketing & Sales IT team in Hilti Global IT. The CCC team operates and evolves the Genesys Cloud platform that powers all of Hilti's customer service interactions globally — from inbound voice calls and emails to WhatsApp, SMS, and web chat. You'll be responsible for keeping these channels running smoothly, rolling out new features, and ensuring business continuity.

What You'll Do

• Work closely with diverse, international, cross functional teams in an end to end setup, from configuring contact center flows to troubleshooting live production incidents across global markets.
• Own and operate critical contact center infrastructure topics.
• Gain deep hands on experience in an Agile (Scrum) environment, collaborating with Product Owners, Developers, Business Analysts, Quality Assurance, and Solution Architects.
• Build expertise in enterprise-grade contact center engineering, SIP telephony, cloud platform administration, vendor management, and integration architecture, creating a strong foundation for a career in IT infrastructure and cloud communications.

You'll Also Be Exposed To

• Cloud Contact Center Platform
• Global Telephony Providers
• AI & Conversational Solutions
• Enterprise Integrations
• Cloud Infrastructure

What You'll Bring

To Help You Succeed, We'll Provide You With Everything You Need So That We're Driving Impact Together From Day One. You'll Find a Stable Working Environment, Exceptional Support, Learning And Development, And a Great Team Around You. Here's What You'll Need To Bring With You

• Bachelor's / Master's studies in Information Technology / Software Engineering / Data Science / Computer Engineering, or related fields
• More than 5 years relevant work experience as Genesys Cloud or other Cloud Contact Center software Technical Consultant
• Your analytical approach and problem solving skills are paired with a calm under pressure attitude and a hands on mentality, you thrive in incident situations and can troubleshoot systematically
• You have strong communication skills and interpersonal skills and you are fluent in written and spoken English
• You are eager to learn and challenge yourself with complex technical systems
• Experience in AI, VoIP/SIP telephony, network infrastructure, and Salesforce is a plus

What's In It for You

Benefits

We really value our people, and we've worked hard to develop a reward package that reflects this, creating your future to be just how you would want it. Some of our benefits include:

A caring and performance-oriented culture.

A recognized Great Place to Work 2025, which celebrates our commitment to a culture that values care, performance, and innovation for our greatest strength, our people.

Competitive rewards and comprehensive career development opportunities that ensure your success is our priority.

Why Hilti

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we're driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you'll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you'll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

Commitment to Inclusion

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.

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