As a CX Technical Consultant II at CSG, you will be instrumental in delivering and optimizing customer engagement solutions. This role involves working directly with customers and internal teams to implement and configure solutions, analyze application performance, and recommend improvements. You will also create technical design documents, support integration testing, and contribute to partner enablement through training, blending technical expertise with business insight to achieve exceptional results.

Must Have

• Implement/Configure high-value customer engagement solutions
• Work directly with clients to gather and validate technical requirements
• Configure CX platform and applications to meet defined business goals
• Ensure successful deployments using structured test and release plans
• Design and execute test cases for system integrations and solution workflows
• Validate data flows, API connections, and event triggers across systems
• Identify and document defects or issues, and work to resolve them
• Participate in handover and provide ongoing support for test execution in QA and customer test environments
• Troubleshoot and resolve issues affecting test outcomes
• Analyze customer application performance and recommend improvements
• Assist customer operations team members with root cause analysis for incidents and performance issues
• Create technical design documents for change requests
• Provide technical support and documentation for partner training
• Configure Production and Non-Production environments
• Implement data ingress and egress connectors (API, Batch, SFTP, Kafka, Database)
• Build and configure Journey Graphs including triggers, decision nodes, and orchestration rules
• Set up REST Webservices and API listeners for event handling
• Implement logging and alerting frameworks for system health and error tracking
• Apply role-based access controls and audit logging
• Run unit tests and system integration tests for configured journeys
• Support UAT, resolve issues, and prepare regression test sets
• Create Go-Live and rollback plans for production deployment
• Ability to read, write, speak and understand the English language in a business environment

Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off

Development Consultant

Hi, I'm Martha Garces, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

As a CX Technical Consultant II, you will play a pivotal role in delivering and optimizing high-impact customer engagement solutions that drive measurable business outcomes. As a trusted technical advisor, you will work directly with our customers and internal stakeholders to implement and configure solutions that elevate the customer experience, enhance engagement, and maximize the value of our platform.

This role goes beyond implementation—you will analyze application performance, recommend improvements, and create detailed technical design documents to support change orders and enhancements. You’ll also be hands-on with integration testing, providing support for QA and Customer Test Environment (CTE) efforts, and contribute to partner enablement through technical training and guidance. Your ability to blend technical depth with business insight will be key to delivering exceptional results for our customers and partners.

We are looking for a Development Consultant who will:

• Responsibility Implement/Configure high-value customer engagement solutions
• Work directly with clients to gather and validate technical requirements.
• Configure CX platform and applications to meet defined business goals.
• Ensure successful deployments using structured test and release plans, stakeholder collaboration, and effective validation and monitoring processes.
• Design and execute test cases for system integrations and solution workflows.
• Validate data flows, API connections, and event triggers across systems.
• Identify and document defects or issues, and work to resolve them.
• Ensure that solutions meet both technical and business expectations before release.
• Participate in handover and provide ongoing support for test execution in QA and customer test environments.
• Troubleshoot and resolve issues affecting test outcomes.
• Validate testing results and confirm performance against benchmarks. 65% Analyze customer application performance and recommend improvements
• Review data logs, usage metrics, and performance benchmarks to identify inefficiencies.
• Assist customer operations team members with root cause analysis for incidents and performance issues.
• Collaborate with build teams and stakeholders to prioritize optimization opportunities.
• Recommend configuration updates, feature enhancements, or architectural changes to increase impact and value.
• Create technical design documents for change requests
• Translate business and functional requirements for change requests into technical design documents.
• Collaborate with internal teams and customers to review and finalize designs.
• Maintain documentation repositories for ongoing reference and governance.
• Provide technical support and documentation for partner training: Assist in creating and maintaining training materials, technical guides, and FAQs.
• Participate in live partner enablement sessions and respond to technical questions.
• Help partners understand platform architecture, configuration logic, and best practices.
• Act as a technical liaison for onboarding new implementation partners.

Is this opportunity right for you? We are looking for candidates who:

• Environment Setup: Configure Production and Non-Production environments (Dev, QA, Test). Apply multi-tenancy settings (Organizations, Projects, Groups) and manage role-based access controls via the HUB UI
• Data Integrations: Implement data ingress and egress connectors (API, Batch, SFTP, Kafka, Database).
• Journey Configuration: Build and configure Journey Graphs including triggers, decision nodes, and orchestration rules. Apply error handling by creating error branches and sub-graphs that integrate with alerting and monitoring systems. Configure communication lifecycle and disposition handling for outbound channels (Email, SMS, MMS).
• API & Template Management: Set up REST Webservices and API listeners for event handling. Configure reusable templates for communication flows and ensure proper parameterization for dynamic content.
• Logging, Monitoring & Alerts: Implement logging and alerting frameworks for system health and error tracking. Build production alerting and monitoring dashboards, including threshold-based alerts.
• Security & Compliance: Apply role-based access controls and audit logging.
• Testing & Deployment: Run unit tests and system integration tests for configured journeys. Support UAT, resolve issues, and prepare regression test sets. Create Go-Live and rollback plans for production deployment.
• Ability to read, write, speak and understand the English language in a business environment

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

#LI-Remote