Sr. Developer, Platform Engineering

Team: IT

Location: India

Commitment: Full-time

Workplace Type: remote

Accountabilities:

• Develop and maintain cloud-based contact center Architect flows, Bot Flows, and Workflows that support employee automation and self-service experiences.
• Configure and administer core platform capabilities, including divisions, queues, routing profiles, wrap-up codes, users, and roles.
• Build Data Actions, integrations, and other workflow automations that streamline internal processes and improve service delivery.
• Support conversational and agentic AI capabilities, including knowledge surfacing, summarization, intelligent routing, and related automation features.
• Troubleshoot platform incidents, investigate flow and integration failures, and implement fixes to maintain reliable operations.
• Test and validate automation deployments for accuracy, performance, and production readiness.
• Monitor platform health using observability and logging tools, documenting configurations, changes, troubleshooting procedures, and reusable knowledge.
• Work with senior developers and managers to deliver sprint-based backlog items while participating in standups, reviews, and retrospectives.
• Continuously learn and apply new platform capabilities to expand automation coverage and improve the internal service experience.

Requirements

• 3+ years of experience developing or supporting CCaaS, contact center, automation, or comparable technology solutions.
• Understanding of fundamental AI/NLU concepts and conversational design principles.
• Familiarity with REST APIs, JSON, and integration development.
• Proficiency in at least one scripting language, such as Python, JavaScript, or an equivalent language, for API automation and integration testing.
• Experience or exposure to or other workflow automation platforms.
• Familiarity with monitoring, logging, and observability tools used to troubleshoot platform and integration issues.
• Strong analytical and problem-solving abilities, with the curiosity and adaptability to learn new technologies quickly.
• Effective communication and collaboration skills, particularly within distributed and global teams.
• Experience working in Agile environments and delivering software through sprint-based development is desirable.
• Hands-on experience with CX-as-Code, Terraform, configuration management, or CI/CD pipelines for cloud contact center platforms is a strong plus.
• A relevant cloud contact center certification, such as a developer-level certification, is desirable.
• Familiarity with AI capabilities such as agent copilots, knowledge management, predictive routing, or similar conversational intelligence features is an advantage.

Benefits

• Flexible work options from India, with the role open to candidates based in Chennai, Bangalore, or Hyderabad.
• Full-time position within a globally distributed and collaborative technology environment.
• Opportunities to work with AI-powered automation, conversational experiences, agentic AI, and modern platform engineering technologies.
• Exposure to enterprise-scale contact center and cloud platform capabilities.
• Opportunities to build future-ready technical skills through learning, mentorship, leadership development, and education programs.
• Flexible ways of working designed to support productivity, collaboration, and work-life balance.
• Paid volunteer time and dedicated initiatives supporting employee wellbeing and community engagement.
• Regionally tailored programs and benefits designed to support employees and their families.
• Compensation and any additional benefits are determined by the hiring company and will be discussed during the recruitment process.