Role Summary

Supports the voice and omnichannel delivery infrastructure within the TLCx LaunchPad platform, with an emphasis on the Microsoft development/administration stack that underpins reporting, backend logic, and reliability of these systems — C#, JavaScript, Microsoft SQL Server, SSRS, and Power BI, with growing Azure exposure. Direct contact center domain experience is strongly preferred so the candidate can contribute immediately, understanding contact center statistics and operations without needing to be trained on the basic concepts. Deep administration experience on a specific CCaaS platform (Genesys, NICE, Five9) is a plus, not a requirement.

Key Responsibilities
Support and maintain backend logic and data flows behind voice/IVR call routing and omnichannel routing
Build and maintain SQL Server databases, stored procedures, and reporting pipelines supporting platform operations
Develop and maintain SSRS reports and Power BI dashboards for real-time and historical operational reporting




Perform various integrations across LaunchPad platform modules to support smooth data flow and functionality between systems
Support call/screen recording capture, storage, and retrieval workflows, and related quality/compliance reporting
Contribute to backend development and administration work (C#, JavaScript) supporting the platform's Microsoft-based build stack
Support the ongoing migration of platform workloads toward Microsoft Azure
Maintain technical documentation: configuration guides, runbooks, and integration specs

Required Qualifications
4–8 years of experience in a Microsoft-centric development/administration stack (C#, JavaScript, SQL Server) within a contact center or enterprise software workplace
Hands-on experience with SSRS and/or Power BI for operational reporting
Direct contact center industry experience — understanding of contact center statistics, operations, and KPIs
Working knowledge of SQL and data pipeline development

📌 Contact Center Platform Engineer — Voice Pune
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