Senior Software Engineer - CCaaS Integration

5 Days ago • All levels

About the job

Summary_{By Outscal}

Cyara seeks a Senior Software Engineer to develop and maintain CTI and CVA solutions for its CX platform. Must have expertise in call routing, agent management, and microservices architecture. Experience with Genesys Cloud, Nice InContact, Amazon Connect, .NET framework, and JavaScript is essential.

Cyara is the world’s leading Automated CX Assurance Platform provider, enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands, including Airbnb and NAB trust Cyara to deliver customer smiles at scale. Our promise is Customer Smiles - Delivered at Scale, and as a member of Cyara’s team, you’ll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers. Interested to find out more about us? Check out: www.cyara.com

Want to know what it’s really like to join Cyara? Check out this link to meet some real Cyarans and read about their individual career journey with us: https://cyara.com/employee-profiles/

Cyara’s Values:

At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.

Cyara’s Diversity, Equity, Inclusive and Belonging:

At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.

You will be responsible for:

Innovative Software Development: Utilizecutting-edge software development tools to drive innovation, efficiency, and quality in modernizing our integration architecture and developing & maintaining Computer Telephony Integration (CTI) and Cyara Virtual Agent (CVA) solutions for the Cyara Automated CX Platform.

Problem Solving and UX Delivery: Address challenging problems to deliver impactful UX solutions quickly, efficiently, and with high quality.

Scalable Systems Architecture: Contribute to the evolution of systems architecture, ensuring scalability with the growing demands of the business.

Collaborative Cross-Functional Work: Share knowledge and communicate effectively (both verbally and in writing) across the organization to align feature development with overall business objectives.

Problem Identification and Resolution: Analyse, identify, and address problems or bugs to ensure a seamless and error-free user interface.

Active Participation in Agile Processes: Engage actively in Agile team meetings, contributing to iterative development processes and adhering to best practices.

While this position does not require participation in an official on-call roster, Engineering employees are expected to be available to assist with troubleshooting Severity 1 or Severity 2 production issues as they arise. If contacted, employees should be prepared to respond and provide support, leveraging their domain knowledge and skills to resolve critical incidents.

Let’s talk about your skills/expertise:

Proficient in software development of integration solutions
Expert knowledge of call routing, agent management, and interaction handling in a contact centre environment.
Experience delivering scalable web and client/server solutions
Proven track record for driving positive change with emphasis on quality and automation
Expert in CTI Cloud Call Centre solutions - Genesys Cloud, Nice InContact, Amazon Connect
Microservices Architecture: Experience in building scalable applications using microservice architecture
.NET Framework Proficiency: Strong knowledge in Microsoft’s .NET framework, including C#, .NET Framework, .NET Core
Familiarity with JavaScript knowledge – Preferably React experience
Familiar in using GraphQL in combination with React for modern stack development
Developing and delivering solutions in AWS
Working experience with JavaScript and Typescript
Good understanding of security and voice protocols (OAuth, SIP, RTP, and/or WebRTC) 
A proactive self-learner and team player
Excellent written and verbal communication skills
A natural problem-solver with strong conflict-resolution abilities and the ability to multi-task
A Bachelor's Degree in a related discipline, preferably Computer Science or equivalent

Why you should join us:

At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.

Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators.

Interested? Know someone who might be? Apply online now.

Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant.

Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid

Why you should join us:

Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators.

Interested? Know someone who might be? Apply online now.

Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant.