Sr. Integration Developer

Description

The company is a large healthcare organisation whose work touches most parts of the healthcare system, with a focus on making quality care easier to reach and more affordable.

The Contact Center AI team uses AI and digital agents to improve the customer journey across voice, chat, and email. The team builds and runs digital agents on Sierra Agent OS and connects them to the contact center and enterprise systems around them.

This senior hands-on role owns the integration layer between the contact center platform, enterprise systems such as Salesforce and SAP, MuleSoft APIs, and the digital agents. You will design, configure, optimize, and support enterprise-scale contact center solutions and work with architects, product, security, operations, and business stakeholders. Prior Sierra experience is welcome but not required.

Responsibilities

• Design, configure, and optimize Five9 solutions covering call routing, IVR, queues, skills-based routing, and omnichannel.
• Build and maintain voice, chat, email, and digital engagement setups on Five9.
• Help move contact center workloads from legacy platforms such as Cisco to Five9.
• Set up Five9 integrations with workforce management, CRM, reporting, and enterprise applications.
• Build and support integrations between Sierra digital agents and Five9 (routing in and out of AI voice agents, context on transfer, live-agent handoff), Salesforce (case creation and lookup), SAP and other order systems, and APIs through MuleSoft or similar middleware.
• Take part in the escalation path for live digital agent integration failures, such as failed API calls, transfer or context problems, and routing defects. Work with the platform reliability team on monitoring, alerting, and root-cause analysis.
• Troubleshoot complex platform, routing, telephony, and integration problems across systems.
• Work with architects and business teams to turn requirements into scalable solutions.
• Contribute to governance, documentation, release management, operational readiness, and continuous improvement.
• Mentor team members and promote best practices and standard solutions.

Requirements

• At least 7 years in contact center engineering, CCaaS administration, telephony engineering, or related customer experience technology.
• At least 5 years configuring and supporting Five9 or a comparable enterprise contact center platform.
• Experience designing and supporting IVR, call routing, transfers, agent handoff, omnichannel, queue management, and customer workflows.
• Experience connecting contact center platforms to enterprise applications through REST APIs, web services, webhooks, or middleware such as MuleSoft.
• Experience troubleshooting voice, telephony, routing, and platform issues in production.
• Experience across the software delivery lifecycle, including testing, deployment, release management, and documentation.
• Strong communication skills with both technical and non-technical stakeholders.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or an equivalent mix of education and experience.
• Optional: Five9 certification or advanced platform administration experience.
• Optional: Experience with workforce management (WFM) platforms and contact center reporting.
• Optional: Experience with large-scale contact center migrations or platform transformations.
• Optional: Knowledge of cloud-based contact center architecture and customer experience technology.
• Optional: Experience with AI-enabled engagement, virtual agents, call analytics, or automation.
• Optional: Experience integrating AI virtual agents or conversational AI platforms (Sierra, Salesforce Agentforce, Google CCAI, Amazon Lex, or similar) with telephony and CRM.
• Optional: Experience with Salesforce Service Cloud, SAP, MuleSoft, or Okta integrations.
• Optional: Familiarity with healthcare, regulated industries, or enterprise security and compliance.
• Optional: Experience mentoring team members and setting technical standards.
• Optional: Experience with Genesys Cloud, Cisco Contact Center, SIP, VoIP, or enterprise communications platforms.

Conditions

Occasional travel may be required for team meetings, planning sessions, or business initiatives.

Mostly remote or office-based, using computer, communication, and collaboration tools.

You must be able to spend long periods at a workstation and take part in virtual meetings.

Base pay range is $99,100 to $132,100. Final pay depends on performance, experience and skills, equity, regular market reviews, and location. Other compensation, such as an annual bonus or long-term incentives, may also be offered.

Equal opportunity employer.

Benefits

• Total Rewards package, with details available on the company's benefits page.