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CCaaS Senior Developer
Capgemini
Pune, IND
Full-time
Senior · 7+ years experience
Hybrid
Discovered 3 weeks ago
Amazon ConnectGenesys CloudNICE CXoneFive9JavaJavaScript
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Job location
- Pune, Bengaluru, Chennai, Hyderabad , Mumbai
- Experience : 7 years to 13 years
Key Responsibilities
- Design, develop, and maintain CCaaS applications, including implementing new features, bug fixes, and enhancements.
- 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) .
- Develop and manage integrations between CCaaS platforms and enterprise systems such as CRM, ERP, and other business applications using APIs.
- Design and implement CTI solutions , including softphone integrations and telephony workflows.
- Analyze system performance and proactively optimize CCaaS platforms and integrations for scalability and reliability.
- Collaborate closely with product owners, architects, designers, and cross-functional development teams to ensure successful delivery of solutions.
- Participate in architectural discussions, solution design reviews, and best practice implementations.
- Ensure adherence to Agile/Scrum development processes and quality standards.
Technical Skills
- Strong expertise in CCaaS platforms such as Amazon Connect, Genesys Cloud, NICE CXone, or Five9 .
- Hands-on experience in configuring and implementing CCaaS features including IVR, ACD, routing strategies, QM, WFM, and digital channels.
- Proficiency in software development using Java, JavaScript, Python , or similar programming languages.
- Strong experience in REST API integration , authentication mechanisms, and cloud-based services.
- Deep understanding of Computer Telephony Integration (CTI) concepts and implementation patterns.
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