Senior Integration Engineer - CCaaS/CTI

5 Days ago • 5 Years +

About the job

Summary_{By Outscal}

Cyara is hiring a Senior Integration Engineer with 5+ years of experience in CCaaS platforms like Amazon Connect and Genesys Cloud, CTI integration, browser extensions, WebRTC protocols, and WebSocket analysis. They must have strong JavaScript, HTML, CSS, and API integration skills.

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.

Job Function Description:

The Product Engineering team is responsible for the design, implementation, testing, maintenance, and optimization of the software solutions that make up Cyara portfolio. Members of a development team gather product requirements from Product Management and turn them into working software that satisfies market needs which customers use to solve their specific problems. The engineerdevelops, revises, and maintains software artifacts and product engineeringprocesses/methodologies to meet functional, scale and performance criteria.

You will be responsible for:

CCaSIntegration Development: Integrate and customize CCaaS softphone solutions with existing systems. Ability to research and investigate softphone CTI events and actions to expose to browser extension.
WebRTC Diagnostic and Integration: Implement analysis and troubleshooting of WebRTC connections.
WebSocket Diagnostic and Integration: Monitor and analyze WebSocket streams for real-time data transfer.
Browser Extension Development: Develop and maintain browser extensions for seamless user experience.
Problem Solving and UX Delivery: Tackle challenging problems to deliver impactful UX solutions to the market quickly, efficiently and of quality.
Mentorship and Reviews: Support engineers in their development through mentorship and code reviews, ensuring adherence to best practices.
Collaborative Cross-Functional Work: Collaborate and share knowledge across the organisation, effectively communicating (verbal and written) to drive seamless interactions with cross-functional teams to align front-end development with overall business objectives.
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:

Complete knowledge and full understanding of area of specialization and associated technologies.
Stays updated with the latest industry trends and technologies and willingness to learn new technologies
Solves problems of diverse scope requiring evaluation and ingenuity.
Applies critical thinking and analytical skills to develop effective solutions.
Enhances relationships and networks with senior internal/external personnel in own area of expertise.
Works effectively within a team to achieve project goals.
Requires a minimum of 5 years of relevant experience and a Bachelor’s degree.
Demonstrates proficiency in software development and the ability to work independently.

CCaaS Platforms and CTI Integrations:

Advanced understanding of Amazon Connect and/or Genesys Cloud CCaaS/UCaaS (additional knowledge of NICE CXone, Five9 or alternative is desirable).
Significant experience with Softphone Computer Telephony Integration (CTI) and its implementations within these platforms. (e.g. experience with custom integrations of internal apps into softphone).
Advanced knowledge of call routing, agent management, and interaction handling in a contact center environment.

Browser Extensions and API Integration:

Advanced skills in developing and maintaining browser extensions (Chrome, Edge (Chromium), etc.).
Strong understanding of JavaScript, HTML, and CSS.
Significant experience with RESTful and SOAP APIs for integrating third-party services.

Realtime Communication:

Advanced knowledge of WebRTC protocols.
Experience with signalling mechanisms, STUN/TURN servers, and media negotiation.
Advanced skills in using WebSockets for real-time data transmission.
Ability to peer into and debug WebSocket streams for analysis of communication and networking issues.

Security

Understanding of web security principles and best practices.
Experience implementing security measures to protect against common vulnerabilities such as SQL injection and XSS attacks.
Experience optimizing code, queries, and server configurations for improved performance and scalability.

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