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Contact Center Integration Engineer

SummitNext Technologies Sdn Bhd -
Hyderabad, Telangana

Quick apply

Job details

Full-time

Qualifications

Power BI
Azure
Node.js
FedRAMP
PCI
Call centre
Enterprise Software
Salesforce
Java
SOAP
SQL
RBAC
JavaScript
REST
Scripting
APIs
ServiceNow
Middleware
Python

Full job description

SummitNext is fast growing BPO and technology company with operations in Malaysia, Philippines, India and Uzbekistan.

We are currently hiring for a The Digital & Integration Engineer who connects the Client LaunchPad platform to client enterprise systems and builds the digital channel infrastructure that enables chat, social, SMS, and reporting delivery at scale. This role bridges the gap between the CCaaS platform and the broader technology ecosystem each client operates — CRMs, ticketing systems, authentication services, and analytics platforms.

Where the Contact Center Platform Engineer focuses on voice and routing infrastructure, this role focuses on the integration layer and the digital-first channels. Together the two Build engineers cover the full Core Components technology stack of LaunchPad.

Key Responsibilities

Digital Channel Engineering

Deploy and configure webchat, SMS, and social media channel connectors within the CCaaS platform
Build chat routing logic, queue configuration, bot escalation paths, and agent handoff workflows for digital interactions
Implement co-browsing, screen sharing, and proactive engagement triggers for digital servicing channels
Configure social media servicing workflows (Facebook Messenger, Twitter/X DM, WhatsApp Business) with proper queue and SLA handling
Set up asynchronous messaging channels with conversation threading, history retrieval, and customer identity resolution

CRM & Backend Integration

Build and maintain REST/SOAP API integrations between CCaaS platform and client CRM systems (Salesforce, ServiceNow, Microsoft Dynamics)
Develop and maintain middleware services that handle authentication, data mapping, error handling, and retry logic for integration workflows
Implement customer data lookup and screen-pop services — retrieve customer records, interaction history, and account status at contact initiation
Configure data write-back flows: interaction dispositions, case creation, and after-call work logged automatically to CRM
Maintain API dependency documentation and implement monitoring/alerting for integration health

Reporting & Analytics Infrastructure

Build operational reporting infrastructure feeding Operational Reporting and Customer 360 modules of LaunchPad
Configure real-time and historical data extracts from CCaaS platform to reporting database (Azure SQL, Synapse, or equivalent)
Develop and maintain Power BI data models and refresh pipelines supporting client-facing dashboards and QBR reporting
Implement data quality checks, transformation logic, and lineage documentation for all reporting pipelines

Security, Authentication & Compliance

Implement SSO and SAML/OAuth integrations for secure agent desktop authentication and platform access control
Configure role-based access controls (RBAC) across integrated systems — enforce least-privilege access for all platform roles
Support security and compliance configuration: data masking, PII redaction in interaction logs, and audit logging for regulated clients
Maintain security configuration documentation for client environments subject to HIPAA, IRS 1075, FedRAMP, or PCI-DSS

Journey Mapping Support

Instrument customer journey touchpoints across channels to support Journey Mapping and CX Analytics capabilities
Configure event tracking for key journey milestones: channel entry, authentication, self-service completion, agent escalation, and resolution
Build journey data feeds into the Customer 360 module for unified customer interaction history

Required Qualifications

4–8 years of integration and digital channel engineering experience in contact center or enterprise software environments
Strong REST and SOAP API development and integration skills — hands-on experience building production integrations
Proficiency in at least one programming language (Python, JavaScript/Node.js, or Java) for integration scripting and middleware development
Experience with CRM integrations (Salesforce preferred) including CTI adapters and API-based data sync
Working knowledge of SQL and data pipeline development for operational reporting
Familiarity with Power BI or equivalent BI tool for data model and dashboard development

Preferred

Experience with Azure integration services: Azure API Management, Logic Apps, Azure Data Factory, or Synapse
Salesforce certifications (Platform Developer I/II or Integration Architect)
Background in omnichannel digital channel configuration within Genesys Cloud, NICE CXone, or Five9
Experience in regulated industry integrations with data handling requirements (HIPAA, PCI-DSS, IRS 1075)

Success Metrics

All client CRM integrations deployed and validated — zero screen-pop failures or data write-back errors in production
Digital channel routing operational for all contracted channels on every active client account
Reporting pipelines live and refreshing on schedule — zero missed SLA reporting attributed to data pipeline failures
All integration endpoints documented with monitoring in place — P1 integration incidents have alerts before client impact
Security and compliance configurations validated and documented for all regulated client environments

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