Software Developer II - Intelligent Front Door (IFD)

Join CSG’s Intelligent Front Door (IFD) build team to create next-generation conversational, AI-driven entry points. As a Software Developer II, you will design, build, and enhance production-grade backend services and conversational capabilities for CSG’s Xponent platform and IFD experiences. You will own features end-to-end, contribute to platform quality, and continuously learn modern cloud and AI practices, working closely with various teams to ship reliable, low-latency services at scale.

Must Have

• Implement and maintain scalable microservices and APIs that power IFD conversational flows, intent detection, orchestration, and actioning.
• Build integrations with telephony/IVR, STT/TTS, NLU/intent services, identity/entitlement systems, and downstream CRMs/CCaaS with mentorship and peer collaboration.
• Write clean, testable code with unit, integration, and contract tests; participate in code reviews to uphold engineering standards.
• Instrument services for observability (metrics, tracing, logs) and help troubleshoot production issues; participate in on-call rotations with appropriate support.
• Contribute to performance, resiliency, and cost improvements (low-latency data paths, efficient service calls, back-pressure strategies, graceful degradation).
• Collaborate with linguistics and AI teams on dialog flows, guardrails, and evaluation/tuning pipelines; help run experiments and analyze outcomes.
• Follow security, privacy, and compliance best practices in a heavily integrated enterprise environment (e.g., secrets handling, least privilege, data protection).
• Contribute in agile ceremonies; estimate, plan, and deliver increments while communicating trade-offs and progress clearly.
• 3-5 years of professional software development experience building backend services, microservices, or event-driven systems in a typed language (e.g., Python, Java, C, C++, or Go).
• Practical experience building RESTful APIs and services with solid debugging skills in distributed systems.
• Hands-on experience with at least one major cloud platform (preferably Azure or AWS); familiarity with containers (Docker) and basic orchestration concepts (Kubernetes).
• Proficiency with relational databases and familiarity with at least one NoSQL datastore; understanding of caching strategies; exposure to messaging/streaming systems (e.g., Kafka, Service Bus).
• Working knowledge of CI/CD, Git-based workflows, and automated testing; willingness to iterate and improve pipelines.
• Solid understanding of security fundamentals (authN/Z, least privilege, data protection) applied to service development.
• Effective collaboration and communication skills; experience working cross-functionally 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 or exposure to telephony/IVR, speech technologies (STT/TTS), call routing, or CCaaS/CRM integrations.
• Familiarity with rules engines and workflow/orchestration systems; understanding of policy/guardrail concepts for AI systems.
• Experience with observability tooling (e.g., OpenTelemetry, Prometheus/Grafana, Azure Monitor, Application Insights) and SLO-oriented operations.
• Exposure to performance engineering (p95/p99 latency awareness), basic load testing, and cost optimization considerations in cloud services.
• Familiarity with enterprise practices (logging/telemetry standards, change management, incident response, data governance).
• Exposure to infrastructure as code (e.g., Bicep, Terraform) and API gateway management.

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

Hi, I'm Arison Ferreira, your recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

Join CSG’s Intelligent Front Door (IFD) build team to help 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 Software Developer II on the IFD build team, you will design, build, and enhance production‑grade backend services and conversational capabilities that power CSG’s Xponent platform and IFD experiences. You’ll work closely with product, linguistics/intent, architecture, security, and delivery teams to ship reliable, low‑latency services at scale. You will own features end‑to‑end with guidance from senior engineers, contribute to platform quality, and continuously learn modern cloud and AI practices.

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

• Implement and maintain scalable microservices and APIs that power IFD conversational flows, intent detection, orchestration, and actioning.
• Build integrations with telephony/IVR, STT/TTS, NLU/intent services, identity/entitlement systems, and downstream CRMs/CCaaS with mentorship and peer collaboration.
• Write clean, testable code with unit, integration, and contract tests; participate in code reviews to uphold engineering standards.
• Instrument services for observability (metrics, tracing, logs) and help troubleshoot production issues; participate in on‑call rotations with appropriate support.
• Contribute to performance, resiliency, and cost improvements (low‑latency data paths, efficient service calls, back‑pressure strategies, graceful degradation).
• Collaborate with linguistics and AI teams on dialog flows, guardrails, and evaluation/tuning pipelines; help run experiments and analyze outcomes.
• Follow security, privacy, and compliance best practices in a heavily integrated enterprise environment (e.g., secrets handling, least privilege, data protection).
• Contribute in agile ceremonies; estimate, plan, and deliver increments while communicating trade‑offs and progress clearly.
• CLT contract model

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

• 3-5 years of professional software development experience building backend services, microservices, or event‑driven systems in a typed language (e.g., Python, Java, C, C++, or Go).
• Practical experience building RESTful APIs and services with solid debugging skills in distributed systems.
• Hands‑on experience with at least one major cloud platform (preferably Azure or AWS); familiarity with containers (Docker) and basic orchestration concepts (Kubernetes).
• Proficiency with relational databases and familiarity with at least one NoSQL datastore; understanding of caching strategies; exposure to messaging/streaming systems (e.g., Kafka, Service Bus).
• Working knowledge of CI/CD, Git‑based workflows, and automated testing; willingness to iterate and improve pipelines.
• Solid understanding of security fundamentals (authN/Z, least privilege, data protection) applied to service development.
• Effective collaboration and communication skills; experience working cross‑functionally in an agile environment.

Note: Equivalent practical experience or demonstrable skills may be considered in place of formal years of experience.

Preferred qualifications

• Experience with conversational AI stacks: Azure AI Language/CLU, Azure OpenAI, Copilot Studio, or similar platforms (Dialogflow, Lex, Rasa).
• Background or exposure to telephony/IVR, speech technologies (STT/TTS), call routing, or CCaaS/CRM integrations.
• Familiarity with rules engines and workflow/orchestration systems; understanding of policy/guardrail concepts for AI systems.
• Experience with observability tooling (e.g., OpenTelemetry, Prometheus/Grafana, Azure Monitor, Application Insights) and SLO‑oriented operations.
• Exposure to performance engineering (p95/p99 latency awareness), basic load testing, and cost optimization considerations in cloud services.
• Familiarity with enterprise practices (logging/telemetry standards, change management, incident response, data governance).
• Exposure to infrastructure as code (e.g., Bicep, Terraform) and API gateway management.

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