Sr. Developer, Platform Engineering

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Developer, Platform Engineering based in India.

This role offers the opportunity to build and operate AI-powered automation experiences that improve how employees access internal support and services. You will develop conversational experiences, integrations, workflows, and platform configurations that reduce manual effort and increase operational efficiency. Working with senior engineers and product leaders, you will contribute to platform-level decisions and help scale automation across a global environment. The role provides hands-on exposure to modern contact center technology, conversational AI, agentic AI, and platform engineering practices. You will also troubleshoot production environments, improve reliability, and expand automation capabilities. This is an opportunity to develop deep expertise in a globally adopted CCaaS platform while delivering solutions with measurable business impact.

Accountabilities:

• Develop and maintain cloud-based contact center Architect flows, Bot Flows, and Workflows that support employee automation and self-service experiences.
• Configure and administer core platform capabilities, including divisions, queues, routing profiles, wrap-up codes, users, and roles.
• Build Data Actions, ServiceNow integrations, and other workflow automations that streamline internal processes and improve service delivery.
• Support conversational and agentic AI capabilities, including knowledge surfacing, summarization, intelligent routing, and related automation features.
• Troubleshoot platform incidents, investigate flow and integration failures, and implement fixes to maintain reliable operations.
• Test and validate automation deployments for accuracy, performance, and production readiness.
• Monitor platform health using observability and logging tools, documenting configurations, changes, troubleshooting procedures, and reusable knowledge.
• Work with senior developers and managers to deliver sprint-based backlog items while participating in standups, reviews, and retrospectives.
• Continuously learn and apply new platform capabilities to expand automation coverage and improve the internal service experience.

Requirements

• 3+ years of experience developing or supporting CCaaS, contact center, automation, or comparable technology solutions.
• Understanding of fundamental AI/NLU concepts and conversational design principles.
• Familiarity with REST APIs, JSON, and integration development.
• Proficiency in at least one scripting language, such as Python, JavaScript, or an equivalent language, for API automation and integration testing.
• Experience or exposure to ServiceNow or other workflow automation platforms.
• Familiarity with monitoring, logging, and observability tools used to troubleshoot platform and integration issues.
• Strong analytical and problem-solving abilities, with the curiosity and adaptability to learn new technologies quickly.
• Effective communication and collaboration skills, particularly within distributed and global teams.
• Experience working in Agile environments and delivering software through sprint-based development is desirable.
• Hands-on experience with CX-as-Code, Terraform, configuration management, or CI/CD pipelines for cloud contact center platforms is a strong plus.
• A relevant cloud contact center certification, such as a developer-level certification, is desirable.
• Familiarity with AI capabilities such as agent copilots, knowledge management, predictive routing, or similar conversational intelligence features is an advantage.

Benefits

• Flexible work options from India, with the role open to candidates based in Chennai, Bangalore, or Hyderabad.
• Full-time position within a globally distributed and collaborative technology environment.
• Opportunities to work with AI-powered automation, conversational experiences, agentic AI, and modern platform engineering technologies.
• Exposure to enterprise-scale contact center and cloud platform capabilities.
• Opportunities to build future-ready technical skills through learning, mentorship, leadership development, and education programs.
• Flexible ways of working designed to support productivity, collaboration, and work-life balance.
• Paid volunteer time and dedicated initiatives supporting employee wellbeing and community engagement.
• Regionally tailored programs and benefits designed to support employees and their families.
• Compensation and any additional benefits are determined by the hiring company and will be discussed during the recruitment process.