Contact Center Integration Engineer

SummitNext View all jobs

  • Pune, Maharashtra
  • Permanent
  • Full-time
  • 9 days ago
  • Apply easily
SummitNext is fast growing BPO and technology company with operations in Malaysia, Philippines, India and Uzbekistan.We are currently hiring for a The Digital & Integration Engineer who connects the Client LaunchPad platform to client enterprise systems and builds the digital channel infrastructure that enables chat, social, SMS, and reporting delivery at scale. This role bridges the gap between the CCaaS platform and the broader technology ecosystem each client operates — CRMs, ticketing systems, authentication services, and analytics platforms.Where the Contact Center Platform Engineer focuses on voice and routing infrastructure, this role focuses on the integration layer and the digital-first channels. Together the two Build engineers cover the full Core Components technology stack of LaunchPad.Key ResponsibilitiesDigital Channel Engineering
  • Deploy and configure webchat, SMS, and social media channel connectors within the CCaaS platform
  • Build chat routing logic, queue configuration, bot escalation paths, and agent handoff workflows for digital interactions
  • Implement co-browsing, screen sharing, and proactive engagement triggers for digital servicing channels
  • Configure social media servicing workflows (Facebook Messenger, Twitter/X DM, WhatsApp Business) with proper queue and SLA handling
  • Set up asynchronous messaging channels with conversation threading, history retrieval, and customer identity resolution
CRM & Backend Integration
  • Build and maintain REST/SOAP API integrations between CCaaS platform and client CRM systems (Salesforce, ServiceNow, Microsoft Dynamics)
  • Develop and maintain middleware services that handle authentication, data mapping, error handling, and retry logic for integration workflows
  • Implement customer data lookup and screen-pop services — retrieve customer records, interaction history, and account status at contact initiation
  • Configure data write-back flows: interaction dispositions, case creation, and after-call work logged automatically to CRM
  • Maintain API dependency documentation and implement monitoring/alerting for integration health
Reporting & Analytics Infrastructure
  • Build operational reporting infrastructure feeding Operational Reporting and Customer 360 modules of LaunchPad
  • Configure real-time and historical data extracts from CCaaS platform to reporting database (Azure SQL, Synapse, or equivalent)
  • Develop and maintain Power BI data models and refresh pipelines supporting client-facing dashboards and QBR reporting
  • Implement data quality checks, transformation logic, and lineage documentation for all reporting pipelines
Security, Authentication & Compliance
  • Implement SSO and SAML/OAuth integrations for secure agent desktop authentication and platform access control
  • Configure role-based access controls (RBAC) across integrated systems — enforce least-privilege access for all platform roles
  • Support security and compliance configuration: data masking, PII redaction in interaction logs, and audit logging for regulated clients
  • Maintain security configuration documentation for client environments subject to HIPAA, IRS 1075, FedRAMP, or PCI-DSS
Journey Mapping Support
  • Instrument customer journey touchpoints across channels to support Journey Mapping and CX Analytics capabilities
  • Configure event tracking for key journey milestones: channel entry, authentication, self-service completion, agent escalation, and resolution
  • Build journey data feeds into the Customer 360 module for unified customer interaction history
Required Qualifications
  • 4–8 years of integration and digital channel engineering experience in contact center or enterprise software environments
  • Strong REST and SOAP API development and integration skills — hands-on experience building production integrations
  • Proficiency in at least one programming language (Python, JavaScript/Node.js, or Java) for integration scripting and middleware development
  • Experience with CRM integrations (Salesforce preferred) including CTI adapters and API-based data sync
  • Working knowledge of SQL and data pipeline development for operational reporting
  • Familiarity with Power BI or equivalent BI tool for data model and dashboard development
Preferred
  • Experience with Azure integration services: Azure API Management, Logic Apps, Azure Data Factory, or Synapse
  • Salesforce certifications (Platform Developer I/II or Integration Architect)
  • Background in omnichannel digital channel configuration within Genesys Cloud, NICE CXone, or Five9
  • Experience in regulated industry integrations with data handling requirements (HIPAA, PCI-DSS, IRS 1075)
Success Metrics
  • All client CRM integrations deployed and validated — zero screen-pop failures or data write-back errors in production
  • Digital channel routing operational for all contracted channels on every active client account
  • Reporting pipelines live and refreshing on schedule — zero missed SLA reporting attributed to data pipeline failures
  • All integration endpoints documented with monitoring in place — P1 integration incidents have alerts before client impact
  • Security and compliance configurations validated and documented for all regulated client environments

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