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