Contact Center Platform Engineer — Voice & Omnichannel

Role Summary

Supports the voice and omnichannel delivery infrastructure within the TLCx LaunchPad platform, with an emphasis on the Microsoft development/administration stack that underpins reporting, backend logic, and reliability of these systems — C#, JavaScript, Microsoft SQL Server, SSRS, and Power BI, with growing Azure exposure. Direct contact center domain experience is strongly preferred so the candidate can contribute immediately, understanding contact center statistics and operations without needing to be trained on the basic concepts. Deep administration experience on a specific CCaaS platform (Genesys, NICE, Five9) is a plus, not a requirement.

Key Responsibilities

• Support and maintain backend logic and data flows behind voice/IVR call routing and omnichannel routing
• Build and maintain SQL Server databases, stored procedures, and reporting pipelines supporting platform operations
• Develop and maintain SSRS reports and Power BI dashboards for real-time and historical operational reporting
• Perform various integrations across LaunchPad platform modules to support smooth data flow and functionality between systems
• Support call/screen recording capture, storage, and retrieval workflows, and related quality/compliance reporting
• Contribute to backend development and administration work (C#, JavaScript) supporting the platform's Microsoft-based build stack
• Support the ongoing migration of platform workloads toward Microsoft Azure
• Maintain technical documentation: configuration guides, runbooks, and integration specs

Required Qualifications

• 4–8 years of experience in a Microsoft-centric development/administration stack (C#, JavaScript, SQL Server) within a contact center or enterprise software environment
• Hands-on experience with SSRS and/or Power BI for operational reporting
• Direct contact center industry experience — understanding of contact center statistics, operations, and KPIs
• Working knowledge of SQL and data pipeline development
• Solid understanding of telephony fundamentals (SIP/VoIP, ACD routing, IVR design) is beneficial but secondary to the above

Preferred Qualifications

• Familiarity with a CCaaS platform (Genesys Cloud CX, NICE CXone, Five9, or Cisco UCCE/PCCE) is a plus, though not the primary requirement
• Exposure to Microsoft Azure Communication Services or broader Azure infrastructure
• Strong transferable skills from outside the contact center space will also be considered where Microsoft-stack development experience is strong

Location: India - Brick & Mortar Facility (Bengaluru, Hyderabad, or Pune)
Engagement: Contract to Hire | 12-Month Initial Contract
Level: Mid-Senior (4–8 years experience)
Reports To: Brian Theusch, Application Pod Lead