Senior Software Developer - Intelligent Front Door (IFD)

Join CSG’s Intelligent Front Door (IFD) build team to create the next generation of conversational, AI‑driven entry points that understand customer intent and orchestrate actions across channels. IFD provides a simplified, conversational interface that determines customer intent and routes to the best self‑service or expert resource for fast, effortless resolution. As a Senior Software Developer, you will design and build production‑grade backend services and conversational capabilities for CSG’s Xponent platform and IFD experiences, leveraging modern technologies and collaborating with various teams.

Must Have

• Design, implement, and operate scalable microservices and APIs that power IFD conversational flows, intent detection, orchestration, and actioning.
• Build robust integrations with telephony/IVR, STT/TTS, NLU/intent services, identity/entitlement systems, and downstream CRMs/CCaaS.
• Optimize for performance, resiliency, and cost: low‑latency data paths, efficient model/service calls, back‑pressure strategies, and graceful degradation patterns.
• Instrument services for observability (metrics, tracing, logs), and drive incident prevention and post‑incident learning.
• Partner with linguistics and AI teams on intent models, dialog flows, guardrails, and evaluation/tuning pipelines.
• Contribute to architecture and platform evolution for multi‑modal IFD and hybrid orchestration (deterministic + agentic AI).
• Uphold security, privacy, and compliance best practices in a heavily integrated enterprise environment.
• Mentor peers, review code/architecture, and elevate engineering standards through automation and documentation.
• 7+ years of professional software development experience building distributed systems, microservices, or event‑driven architectures in a typed language (e.g., Python, Java, C, C++, or Go).
• Strong experience with cloud platforms (preferably Azure or AWS) including containers (Docker, Kubernetes), API gateways, secrets management, and IaC (e.g., Bicep, Terraform).
• Proven track record delivering low‑latency, high‑availability services with deep observability and SLO‑driven operations.
• Proficiency with relational and NoSQL datastores, caching strategies, and message/streaming systems (e.g., Kafka, Service Bus).
• Solid understanding of security fundamentals (authN/Z, least privilege, data protection) in integrated enterprise environments.
• Excellent collaboration skills and the ability to work cross‑functionally with product, data/AI, and delivery teams in an agile environment.

Good to Have

• Experience with conversational AI stacks: Azure AI Language/CLU, Azure OpenAI, Copilot Studio, or similar platforms (Dialogflow, Lex, Rasa).
• Background in telephony/IVR, speech technologies (STT/TTS), call routing, or CCaaS/CRM integrations.
• Hands‑on with rules engines, workflow/orchestration systems, and policy/guardrail design for AI systems.
• Performance engineering at scale (p95/p99 latency tuning, concurrency modeling, load testing) and cost optimization in cloud AI pipelines.
• Familiarity with regulated or enterprise environments (logging/telemetry, change management, incident response, data governance).
• Contributions to platform‑level capabilities (SDKs, templates, CI/CD, golden paths) that accelerate product teams.

Perks & Benefits

• Sulamerica Health
• Sulamerica Dental
• Vidalink
• Food/Meal Voucher
• Child Care Assistance
• Day off: on birthday
• Gympass
• Language assistance
• Digital course platform
• Volunteer time off: 2 days a year

Senior Software Developer - Intelligent Front Door (IFD)

Join CSG’s Intelligent Front Door (IFD) build team to create the next generation of conversational, AI‑driven entry points that understand customer intent and orchestrate actions across channels. IFD provides a simplified, conversational interface that determines customer intent and routes to the best self‑service or expert resource for fast, effortless resolution.

We are looking for a Senior Software Developer - Intelligent Front Door (IFD) who will:

You’ll design and build production‑grade backend services and conversational capabilities that power CSG’s Xponent platform and IFD experiences, leveraging the latest technologies and techniques available. This role sits within the IFD build team and collaborates closely with product, linguistics/intent, architecture, security, and delivery teams to ship reliable, low‑latency services at scale.

• Design, implement, and operate scalable microservices and APIs that power IFD conversational flows, intent detection, orchestration, and actioning.
• Build robust integrations with telephony/IVR, STT/TTS, NLU/intent services, identity/entitlement systems, and downstream CRMs/CCaaS.
• Optimize for performance, resiliency, and cost: low‑latency data paths, efficient model/service calls, back‑pressure strategies, and graceful degradation patterns.
• Instrument services for observability (metrics, tracing, logs), and drive incident prevention and post‑incident learning.
• Partner with linguistics and AI teams on intent models, dialog flows, guardrails, and evaluation/tuning pipelines.
• Contribute to architecture and platform evolution for multi‑modal IFD and hybrid orchestration (deterministic + agentic AI).
• Uphold security, privacy, and compliance best practices in a heavily integrated enterprise environment.
• Mentor peers, review code/architecture, and elevate engineering standards through automation and documentation.
• CLT Contract model

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

• 7+ years of professional software development experience building distributed systems, microservices, or event‑driven architectures in a typed language (e.g., Python, Java, C, C++, or Go).
• Strong experience with cloud platforms (preferably Azure or AWS) including containers (Docker, Kubernetes), API gateways, secrets management, and IaC (e.g., Bicep, Terraform).
• Proven track record delivering low‑latency, high‑availability services with deep observability and SLO‑driven operations.
• Proficiency with relational and NoSQL datastores, caching strategies, and message/streaming systems (e.g., Kafka, Service Bus).
• Solid understanding of security fundamentals (authN/Z, least privilege, data protection) in integrated enterprise environments.
• Excellent collaboration skills and the ability to work cross‑functionally with product, data/AI, and delivery teams in an agile environment.

Preferred qualifications

• Experience with conversational AI stacks: Azure AI Language/CLU, Azure OpenAI, Copilot Studio, or similar platforms (Dialogflow, Lex, Rasa).
• Background in telephony/IVR, speech technologies (STT/TTS), call routing, or CCaaS/CRM integrations.
• Hands‑on with rules engines, workflow/orchestration systems, and policy/guardrail design for AI systems.
• Performance engineering at scale (p95/p99 latency tuning, concurrency modeling, load testing) and cost optimization in cloud AI pipelines.
• Familiarity with regulated or enterprise environments (logging/telemetry, change management, incident response, data governance).
• Contributions to platform‑level capabilities (SDKs, templates, CI/CD, golden paths) that accelerate product teams.