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
- Robust API development and integration skills
- Working knowledge of SQL and relational database design
- Dir