Role : Integration Consultant/Developer (TC)

Job Description :

The CCaaS Integration Consultant/Developer is responsible for designing, developing, and maintaining scalable software solutions for Contact Center as a Service (CCaaS) platforms.

The role involves working with modern CCaaS technologies, including Computer Telephony Integration (CTI), and integrating them with enterprise systems to enhance overall customer experience.

The candidate will also contribute to solution architecture, performance optimization, and platform stability.

- Configure and implement CCaaS platform capabilities such as skill-based routing, ACD, IVR / call flow development, Quality Management, Workforce Management (WFM), and Digital & Omni-channel solutions (DFO).

- Architect and implement end-to-end integration solutions for CCaaS platforms using :

1. REST APIs, webhooks, event-driven architectures

2. Middleware/iPaaS platforms (e.g., MuleSoft, Boomi, Azure Integration Services)

- Architect end-to-end integration solutions leveraging Sprinklr's platform integration capabilities, including dedicated connectors, native import/export workflows, and the Sprinklr REST API ecosystem.

- Develop reusable components and services for :

1. API orchestration and data transformation (JSON/XML)

2. Event streaming (Kafka, Pub/Sub)

3. ETL/ELT pipelines for customer interaction data

- Implement secure authentication mechanisms : OAuth 2.0, SAML, OpenID Connect, API keys, iPaaS platforms, and enterprise API gateways.

- Collaborate with product, sales, and solution engineering teams and Platform vendors and partner ecosystems (e.g., Sprinklr, Genesys).

- Act as a trusted technical advisor who can translate Sprinklr's integration architecture into business value for CIOs, enterprise architects, and integration teams.

Required Qualifications :

Bachelors degree in computer science, Information Systems, Engineering, or related field.

Experience :

- 5 - 10 years of experience in Integration development / middleware / API engineering and At least 3 - 5 years in CCaaS / Contact Center platforms.

Technical Skills :

- REST / GraphQL APIs, Webhooks, API Gateway, iPaaS tools (MuleSoft, Boomi, Workato, SnapLogic)

Data & Messaging :

- JSON, XML, CSV, Kafka, RabbitMQ, Azure Service Bus.

Development :

- Java, Python, Node.js, or .NET

Domain Expertise :

- Experience with CCaaS platforms such as Sprinklr (preferred), Genesys Cloud, NICE CXone, Amazon Connect.