Key Responsibilities: Lead and manage technical implementation and product configuration for Contact Center solutions. Work closely with clients to understand business requirements and translate them into technical solutions. Integrate the product with customer systems using RESTful APIs, Webhooks, and third-party applications . Develop and maintain workflow automation, routing logic, and reporting dashboards within the platform. Collaborate with Product, Engineering, and Support teams to troubleshoot, resolve, and optimize client implementations. Provide technical documentation, knowledge transfer, and user training to ensure smooth onboarding. Support post-implementation activities including performance tuning, upgrades, and enhancements. Work within Agile/Scrum frameworks to deliver on project milestones. Required Skills & Qualifications: Bachelors degree in Computer Science, Engineering, or a related field. 4–8 years of experience in Technical Implementation / Integration / Consulting roles. Strong understanding of Contact Center technologies (e.g., IVR, ACD, CTI, CRM integrations, Omnichannel). Hands-on experience with API Integration (REST/SOAP) and JSON/XML data handling. Experience in Java, Python, JavaScript , or similar scripting languages for integration or automation. Familiarity with Cloud platforms (AWS, Azure, GCP) and microservices-based architecture . Exposure to workflow design, data mapping, and reporting frameworks . Excellent problem-solving, communication, and client interaction skills.
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