The CCaaS Senior Developer is responsible for designing, developing, and maintaining scalable software solutions for Contact Center as a Service (CCaaS) platforms. The role involves working with modern CCaaS technologies, including Computer Telephony Integration (CTI), and integrating them with enterprise systems to enhance overall customer experience. The candidate will also contribute to solution architecture, performance optimization, and platform stability.

Job location: Pune, Bengaluru, Chennai, Hyderabad, Mumbai kolkata

Experience: 7 years to 13 years

Key Responsibilities
- Design, develop, and maintain CCaaS applications, including implementing recent 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.

Requirements

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 experienc

📌 CCaaS Senior Developer (Hyderabad)
🏢 Capgemini
📍 Hyderabad