Senior Software Engineer - CCaaS Integration

Key Responsibilities:

Software Development & Integration:

• Develop and integrate scalable software solutions for cloud-based contact center platforms, including Genesys Cloud, Amazon Connect, and Nice InContact.
• Design and implement CTI (Computer Telephony Integration) solutions for call routing, agent management, and interaction handling in a contact center environment.
• Leverage microservices architecture to build high-performance, scalable applications.
• Deliver cloud-based solutions on AWS, ensuring high availability, scalability, and reliability.

Technology Stack & Development:

• Utilize .NET Framework and .NET Core to design and develop backend systems, with proficiency in C#.
• Work with JavaScript and TypeScript to implement front-end features, ensuring an optimal user experience.
• Collaborate with front-end teams to develop modern web applications using React and GraphQL.
• Write efficient, reusable, and scalable code for integration with contact center solutions and other cloud services.

Cloud & Security Expertise:

• Work with cloud-based platforms (particularly AWS) to design and deploy contact center solutions.
• Implement secure communication protocols such as OAuth, SIP, RTP, and WebRTC to ensure safe and efficient voice and data communication in contact center environments.

Problem Solving & Continuous Improvement:

• Take ownership of development and integration projects, ensuring timely delivery and quality.
• Proactively identify and resolve technical challenges, driving positive change and continuous improvement in software delivery processes.
• Automate testing and deployment processes to improve software quality and reduce manual effort.

Collaboration & Communication:

• Collaborate effectively within cross-functional teams to design, develop, and implement complex integration solutions.
• Communicate clearly and effectively, both verbally and in writing, to team members, stakeholders, and customers.
• Contribute to team-wide knowledge sharing and mentorship, assisting junior developers with their growth and development.

Required skills:

• Technical Skills:
  • Strong knowledge of call routing, agent management, and interaction handling in a contact center environment.
  • Expertise in CTI Cloud Call Center solutions such as Genesys Cloud, Nice InContact, and Amazon Connect.
  • Proficiency in .NET Framework, including C#, .NET Core, and ASP.NET for backend development.
  • Experience with microservices architecture for scalable application design.
  • Strong knowledge of modern JavaScript technologies, including React, GraphQL, and TypeScript.
  • Experience with AWS for cloud-based development and deployment.
  • Familiarity with voice communication protocols like OAuth, SIP, RTP, and WebRTC.

Soft Skills:

• Proactive self-learner with the ability to stay updated with emerging technologies and industry trends.
• Strong problem-solving abilities with a natural ability to resolve conflicts and multitask effectively.
• Excellent written and verbal communication skills, with the ability to collaborate across teams and levels.
• A team player who contributes to a positive and collaborative work environment.

Desired Skills:

• Experience with contact center platform API integrations and real-time communication systems.
• Familiarity with cloud-based monitoring and logging solutions for troubleshooting and performance optimization.
• Experience in automating CI/CD pipelines for cloud-based applications.