Contact Center Integration Engineer
Role Summary
Connects the TLCx LaunchPad platform to client enterprise systems, building and maintaining the integration layer between contact center platforms (Genesys, Amazon Connect, or similar) and CRM/backend systems. The core of this role is Microsoft-stack development and administration — C#, JavaScript, Microsoft SQL Server, SSRS, and Power BI, with growing exposure to Azure — paired with contact center domain knowledge so integrations reflect real operational needs. Deep CCaaS platform administration is not the primary requirement; familiarity with a platform such as Amazon Connect or Genesys is a plus.
Key Responsibilities
- Build and maintain API integrations between the contact center platform and client CRM systems (Salesforce, ServiceNow, Microsoft Dynamics)
- Develop middleware services handling authentication, data mapping, error handling, and retry logic (C#, JavaScript/Node.js)
- Design and maintain SQL Server databases and stored procedures supporting integration and reporting workflows
- Build and maintain SSRS reports and Power BI data models/dashboards for operational and client-facing reporting
- Implement customer data lookup, screen-pop services, and data write-back flows (interaction dispositions, case creation, after-call work logging)
- Maintain API dependency documentation and integration health monitoring/alerting
- Support SSO/SAML/OAuth integrations for secure agent desktop authentication and role-based access controls
- Contribute to the ongoing migration of integration workloads toward Microsoft Azure
- Partner with the CCaaS QA Engineer to validate integration test coverage ahead of releases
Required Qualifications
- 4–8 years of software development/integration experience within a Microsoft-centric stack (C#, JavaScript, SQL Server)
- Hands-on experience building and maintaining SSRS reports and/or Power BI dashboards
- Strong API development and integration skills
- Working knowledge of SQL and relational database design
- Direct contact center industry experience preferred, so the candidate can contribute immediately with existing domain knowledge of contact center statistics and operations
Preferred Qualifications
- Exposure to Microsoft Azure (API Management, Logic Apps, Data Factory, or Synapse)
- Familiarity with a CCaaS/contact center platform such as Genesys Cloud, Amazon Connect, or NICE CXone is a plus, though not a requirement
- CRM integration experience (Salesforce Platform Developer certifications a plus)
- Candidates without direct contact center experience but with strong transferable Microsoft-stack development skills will also be considered
Location: India - Brick & Mortar Facility (Bengaluru, Hyderabad, or Pune)
Engagement: Contract to Hire | 12-Month Initial Contract
Level: Mid-Senior (4–8 years experience)
Reports To: Brian Theusch, Application Pod Lead