Integration Engineer

Integration Engineer (Cloud & Contact Center Integrations) 

Experience: 
5-8 years of experience designing, developing, and supporting third-party integrations, with at least 4+ years working on cloud-native platforms. Proven experience integrating enterprise applications, APIs, customer engagement platforms, and SaaS products. 

Role Overview 

We are seeking a skilled Integration Engineer to build, maintain, and optimize integrations between enterprise systems, cloud platforms, contact center solutions, CRM applications, and AI-powered products. The ideal candidate will have strong API integration expertise, hands-on cloud experience, and the ability to troubleshoot complex data flows across distributed systems. 

This role involves working closely with product, engineering, customer success, and implementation teams to deliver reliable, scalable, and secure integrations for enterprise customers. 

Key Responsibilities 

Integration Development 

• Design, develop, test, and maintain integrations between internal platforms and third-party systems. 

• Build robust integrations using REST APIs, webhooks, SFTP, and event-driven architectures. 

• Develop reusable integration frameworks, connectors, and middleware services. 

• Implement near real-time and batch data synchronization solutions. 

• Troubleshoot and resolve integration-related production issues. 

• Support customer onboarding and integration deployment activities. 

API Engineering 

• Design and consume RESTful APIs following industry best practices. 

• Implement authentication and authorization mechanisms including OAuth 2.0, API keys, JWT, and token management. 

• Manage API rate limits, retries, throttling, pagination, and error handling. 

• Ensure idempotent processing and fault-tolerant integration workflows. 

• Build monitoring and alerting mechanisms for API reliability and performance. 

Data Integration & Transformation 

• Design data mapping strategies between different source and target schemas. 

• Normalize and transform data across CRM, CCaaS, and enterprise systems. 

• Handle data quality validation, enrichment, deduplication, and reconciliation. 

• Develop ETL/ELT data movement processes when required. 

• Work with structured and semi-structured data formats including JSON, XML, CSV, and Parquet. 

Customer & Product Integration Support 

• Collaborate with customers and implementation teams to gather integration requirements. 

• Conduct technical discovery sessions and integration workshops. 

• Assist customers with API onboarding, authentication setup, and troubleshooting. 

• Create integration documentation, reference architectures, and implementation guides. 

• Support go-live activities and post-implementation stabilization. 

Must-Have Skills 

Integration Technologies 

• Strong experience developing:  

• REST APIs 

• Webhook-based integrations 

• Batch file integrations 

• SFTP-based data exchanges 

• Understanding of synchronous and asynchronous integration patterns. 

• Experience with event-driven integration architectures. 

API Security & Reliability 

• OAuth 2.0 and OpenID Connect (OIDC) 

• API key and token-based authentication 

• Rate limiting and throttling strategies 

• Retry mechanisms and exponential backoff 

• Idempotent request processing 

• API monitoring and observability 

• Secure secret and credential management 

Programming 

Hands-on development experience in one or more of: 

• Python 

• Node.js / TypeScript 

• Java 

Experience with: 

• API client libraries 

• JSON and XML processing 

• Data transformation frameworks 

• Unit and integration testing 

Data Mapping & Transformation 

• Schema mapping and data normalization 

• Data validation and cleansing 

• Handling large-volume datasets 

• Batch and streaming data processing 

• Integration of heterogeneous data sources 

CRM / CCaaS Platform Experience 

Hands-on integration experience with at least one of: 

• Salesforce 

• HubSpot 

• Genesys Cloud 

• NICE CXone 

• Twilio Flex 

• Zoom Contact Center 

• Amazon Connect 

Experience integrating: 

• Customer records 

• Interaction data 

• Call recordings 

• Agent performance metrics 

• Omnichannel engagement data 

Cloud Platform Expertise 

AWS 

Practical experience with: 

• AWS Lambda 

• API Gateway 

• EventBridge 

• Amazon SQS 

• Amazon SNS 

• AWS Secrets Manager 

• Amazon S3 

• CloudWatch 

• IAM 

• Step Functions 

GCP 

Practical experience with: 

• Cloud Functions 

• Cloud Run 

• API Gateway 

• Pub/Sub 

• Secret Manager 

• Cloud Storage 

• Cloud Scheduler 

• Cloud Monitoring 

• IAM 

Operational Excellence 

• CI/CD pipelines and deployment automation. 

• Source control management using Git. 

• Infrastructure as Code exposure (Terraform preferred). 

• Monitoring, logging, and alert management. 

• Incident troubleshooting and root-cause analysis. 

• Production support and issue resolution. 

Security & Compliance 

• Secure API design and integration practices. 

• Encryption in transit and at rest. 

• PII and sensitive data handling. 

• Access control and least-privilege principles. 

• Understanding of enterprise security and compliance requirements. 

Contact Center & Telephony 

• Contact center workflows and routing concepts 

• Omnichannel customer interaction platforms 

Customer-Facing Experience 

• Enterprise customer onboarding. 

• Technical implementation consulting. 

• Integration requirement gathering. 

• Client workshops and solution demonstrations. 

• Managing integration projects through deployment and hypercare support. 

AI & Analytics Integrations 

• Integrating AI/GenAI platforms via APIs. 

• Experience with transcription and speech analytics services. 

• Contact-center analytics and reporting integrations. 

• Knowledge of event streaming and real-time analytics pipelines. 

Soft Skills 

• Strong problem-solving and debugging skills. 

• Excellent verbal and written communication. 

• Ability to work directly with customers and technical stakeholders. 

• Strong ownership mindset and attention to detail. 

• Ability to manage multiple integrations and priorities simultaneously. 

Preferred Qualifications 

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field. 

• Cloud certifications (AWS Cloud Practitioner, AWS Developer Associate, GCP Associate Cloud Engineer, etc.). 

• Experience supporting SaaS products in production environments. 

• Exposure to enterprise-scale CRM, CCaaS, and customer analytics ecosystems.