Job Description

CCaaS Integration Engineer
Team: Customer Experience / Integrations & Professional Services
Level: Mid-Level
Openings: 2

About the Company

We are a global leader in unified communications and customer experience solutions. Our platform powers video, voice, chat, and contact center capabilities for organizations of all sizes, helping them connect teams, engage customers, and deliver modern, AI-driven experiences across channels.

Our CCaaS (Contact Center as a Service) offerings integrate with leading CRM and back-end systems to deliver seamless, AI-enhanced customer journeys and agent experiences.

We are hiring two CCaaS Integration Engineers with strong software development backgrounds to join our Professional Services organization. These engineers will develop and maintain integrations between our CCaaS platform and customers’ CRMs and back-end systems, enabling end-to-end workflows across voice, chat, and digital channels.

This is a hands-on coding role within a customer delivery context. You will work closely with Professional Services project teams and customer technical stakeholders to design, build, test, and support production-ready integrations.

Ideal candidates come from professional services or consulting environments, have direct hands-on experience in Java, Python, JSON, and J2EE, and are familiar with CCaaS/contact center platforms such as Genesys, Microsoft (Teams), Cisco (Call Manager), Salesforce (including Slack), 8x8, RingCentral, Five9, or similar.

Key Responsibilities

• Integration Design & Development

  • Design and implement integrations between our CCaaS platform and customer systems (e.g., CRM, ticketing, back-office applications, data platforms).
  • Develop code and services using Java, J2EE, Python, and JSON to:
    • Exchange data in real time or near real time
    • Trigger workflows and events across systems
    • Synchronize customer, interaction, and agent data
  • Work with REST APIs, webhooks, and other integration mechanisms.

• Technical Implementation in Professional Services Context

  • Collaborate with Professional Services project managers, solution engineers, and deployment teams to understand integration requirements and design.
  • Translate business and functional requirements into technical designs and implementation plans.
  • Produce technical documentation (design specs, API mappings, sequence diagrams, deployment guides).

• Testing, Validation & Support

  • Build and execute unit tests and integration tests for all developed components.
  • Support customer UAT and production cutovers by troubleshooting and resolving integration issues.
  • Monitor integration performance and stability, implementing improvements or fixes as required.

• Customer & Cross-Functional Collaboration

  • Engage directly with customer technical teams (developers, architects, admins) to align on integration patterns, security, and data models.
  • Provide technical guidance on best practices for integrating CCaaS with CRM and back-end systems.
  • Partner with internal Product and Engineering teams when edge cases or complex scenarios require deeper collaboration.

Required Qualifications

• Software Engineering Background

  • Strong hands-on experience as a software engineer / integration engineer / developer
  • Proficiency in:
    • Java and J2EE
    • Python
    • JSON (payloads, schemas, transformation, parsing)

• Integration & API Experience

  • Practical experience building integrations with:
    • REST APIs, webhooks, and related integration patterns
    • Authentication/authorization mechanisms (OAuth, API keys, etc.)
  • Experience designing and implementing data flows between SaaS platforms and enterprise systems.

• Professional Services / Customer Delivery Experience

  • Background in Professional Services, consulting, or customer-facing technical delivery roles.
  • Comfortable gathering technical requirements from customers and delivering production-ready solutions under project timelines.

• Domain Experience (CCaaS / Contact Center / Collaboration)

  • Experience with one or more relevant platforms or ecosystems, such as:
    • Genesys, Microsoft (Teams), Cisco (Call Manager), Salesforce (including Slack), 8x8, RingCentral, Five9, or similar contact center / UCaaS / CRM platforms.
  • Understanding of common contact center and customer experience workflows (call routing, agent desktops, case/ticket flows, etc.) is a plus.

Soft Skills

• Strong analytical and problem-solving skills, especially in debugging complex integration issues.
• Clear written and verbal communication, including the ability to explain technical topics to mixed technical/non-technical audiences.
• Organized and detail-oriented, with the ability to manage multiple integration tasks within project timelines.
• Collaborative, team-first mindset, comfortable working across Professional Services, engineering, and customer teams.

Ideal Background & Profile

• 3–7 years of experience in software development or integration engineering, ideally in SaaS, CCaaS, or CRM-related environments.
• Demonstrated track record of delivering integrations in a Professional Services or consulting setting.
• Motivated to work at the intersection of software engineering and customer delivery, building robust integrations that power modern CCaaS and AI-driven customer experiences.