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 new 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 experience in REST API integration, authentication mechanisms, and cloud-based services.
- Deep understanding of Computer Telephony Integration (CTI) concepts and implementation patterns.
Methodologies & Tools:
- Experience working in Agile / Scrum development environments.
- Familiarity with CI/CD pipelines and cloud-native development practices is a plus.
Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent communication skills with the ability to explain technical concepts clearly.
- Proven ability to collaborate effectively across teams and stakeholders.
Benefits
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Note: Benefits differ based on employee level.
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.
https://www.capgemini.com/us-en/about-us/who-we-are/
Skills Required
- 7 to 13 years of experience in a relevant field
- Strong expertise in CCaaS platforms
- Proficient in Java, JavaScript, Python
- Experience in REST API integration
- Deep understanding of Computer Telephony Integration (CTI)
Capgemini Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Capgemini and has not been reviewed or approved by Capgemini.
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Healthcare Strength — Health coverage is positioned as comprehensive, spanning medical, dental, and vision alongside life and AD&D options. Additional wellbeing supports like employee assistance programs, gym discounts, and pet insurance broaden the value beyond core insurance.
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Parental & Family Support — Family-related benefits include maternity/paternity leave and broader family-forming support such as fertility and surrogacy assistance in some locations. Inclusive caregiving supports like back-up child and elder care and out-of-state medical travel are also highlighted.
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Equity Value & Accessibility — Equity participation is available through recurring employee share ownership or purchase programs, creating a longer-term wealth-building option in addition to salary. Eligibility and local access can vary, so confirming participation windows and requirements is important.
Capgemini Insights
What We Do
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.
