While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.
If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!
Work Location: Remote (Canada/USA)
Description:
- As a Desktop Integration Specialist at Quantiphi, you will be responsible for designing, building, and implementing custom agent desktop solutions and CTI (Computer Telephony Integration) for AWS Connect.
- This role will involve collaborating with cross-functional teams to deliver seamless integrations that optimize the agent and customer experience.
Responsibilities:
- Custom Integration Projects: Lead and execute complex integration projects, particularly involving AWS Connect and third-party applications, within large enterprise environments.
- User Experience Design: Design intuitive, user-friendly interfaces tailored to contact center environments, enhancing the overall agent experience.
- Problem-Solving & Troubleshooting: Quickly diagnose and resolve integration challenges, addressing performance bottlenecks and technical issues.
- Salesforce Integration: Develop and integrate Salesforce (Service Cloud and Sales Cloud) with AWS Connect, leveraging Salesforce Lightning and Open CTI APIs.
- Agent Experience Optimization: Customize and optimize AWS Connect's Contact Control Panel (CCP) for improved agent efficiency and productivity.
- AWS Connect CCP Integration: Integrate AWS Connect's CCP with various applications (browser-based and thick clients), ensuring seamless operations.
- Workspace Client Customization: Configure and customize AWS Connect Workspace, creating step-by-step workflows for agent interactions.
Required Skills:
- Strong experience with RESTful APIs and web services for system integrations.
- Proficiency in scripting languages (Python, JavaScript, etc.) for automation tasks.
- Experience with monitoring and logging tools to ensure smooth operation and rapid issue resolution.
- Strong verbal and written communication skills, able to convey technical concepts to both technical and non-technical audiences.
- Experience working within cross-functional teams, fostering collaboration and driving results.
- Demonstrated ability to mentor junior team members and lead technical initiatives.
- Meticulous in scenario development and test case support.
Certifications & Education:
- Bachelor’s or Master’s degree in Computer Science, Engineering or a related field
- AWS Certified Solutions Architect – Associate or Professional
- Salesforce Certified Platform Developer I or II (preferred)
- Salesforce Certified Service Cloud Consultant
What is in it for you:
- Be part of the fastest-growing AI-first digital transformation and engineering company in the world
- Be a leader of an energetic team of highly dynamic and talented individuals
- Exposure to working with fortune 500 companies and innovative market disruptors
- Exposure to the latest technologies related to artificial intelligence and machine learning, data and cloud
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Top Skills
What We Do
Quantiphi is an award-winning AI-first digital engineering company driven by the desire to solve transformational problems at the heart of business.
Quantiphi solves the toughest and complex business problems by combining deep industry experience, disciplined cloud, and data-engineering practices, and cutting-edge artificial intelligence research to achieve quantifiable business impact at unprecedented speed.
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