Sr. Integration Developer

Description

The company is a Fortune 10 healthcare business that provides insights, products and services to help make 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.

This is a senior, hands-on technical role that owns the connecting layer between the contact center platform, Salesforce, SAP, MuleSoft APIs and the digital agents. You will work with architects, product teams, security, operations and business stakeholders to deliver scalable, secure, high-performing solutions.

Sierra is new to the market, so prior Sierra experience is a plus, not a requirement.

Responsibilities

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

Requirements

• 7+ years in contact center engineering, CCaaS platform administration, telephony engineering or related customer experience technology.
• 5+ years of hands-on work 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 interaction flows.
• 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 in software delivery work, 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 or Engineering, or an equivalent mix of education and experience.
• Preferred: Five9 certifications or advanced platform administration experience.
• Preferred: Experience with workforce management (WFM) platforms and contact center reporting.
• Preferred: Experience with large-scale contact center migrations or platform transformations.
• Preferred: Knowledge of cloud-based contact center architecture and CX technologies.
• Preferred: Experience with AI-enabled customer engagement, virtual agents, call analytics or automation.
• Preferred: Experience integrating AI virtual agents or conversational AI platforms such as Sierra, Salesforce Agentforce, Google CCAI or Amazon Lex with telephony and CRM systems.
• Preferred: Experience with Salesforce Service Cloud, SAP, MuleSoft or Okta integrations.
• Preferred: Familiarity with healthcare, regulated industries, or enterprise security and compliance.
• Preferred: Experience mentoring team members and driving technical standards.
• Preferred: 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.

The role is mainly remote or office-based, using computer, communications 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. Pay depends on performance, experience and skills, equity, regular market evaluations and location, and follows the company's pay philosophy and applicable regulations.

The company is an Equal Opportunity Employer.

Benefits

• Competitive compensation under the company's Total Rewards package.
• Possible annual bonus or long-term incentive opportunities on top of base pay.