Job Summary: The candidate will integrate CCaaS with various systems, develop APIs, ensure architecture and automation, and implement AI solutions, working with reliability and cost optimization. Key Highlights: 1. Integrate CCaaS with CRM, ERPs, and legacy systems 2. Develop APIs and supporting services 3. Implement AI solutions with advanced prompt engineering . **Responsibilities and Duties** * Integrate CCaaS with: CRM (Salesforce, Zendesk, Dynamics), ERPs and legacy systems, authentication and identity services, data platforms; * Develop APIs and supporting services (lookup, authentication, case creation); * Ensure Architecture and Integrations: Security, Resilience, Scalability, Observability; * Engineering and Automation: Develop integrations via REST APIs, webhooks, and events; * Implement automations and orchestrations (including RPA where applicable); * Work with: AWS Lambda (or similar), API Gateways, cloud services, version control (Git), CI/CD; * Ensure error handling and technical fallback; * Within Telephony and Media, work with: SIP, WebRTC, RTP, Codecs, Media troubleshooting; * Implement AI solutions with advanced prompt engineering, tool/function calling, robust guardrails, RAG strategies (where applicable); * Create AI evaluation frameworks: test cases, metrics, logs, behavior monitoring, implement human\-in\-the\-loop standards; * Work on Reliability, Observability, and FinOps. Implement monitoring: logs, metrics, alerts, dashboards; * Define SLO/SLI/SLA; * Handle incidents and perform RCA; * Control consumption and costs (pay\-as\-you\-go model); **Requirements and Qualifications** **Requirements:** * 4\+ years of experience in backend/cloud/integration engineering; * Practical experience with REST APIs and system integration; * Experience with at least one CCaaS platform; * Solid understanding of telephony fundamentals; * Experience with AWS or equivalent cloud provider; * Practical experience with applied generative AI; * **Preferred Qualifications:** Prior experience with Amazon Connect; Experience with Salesforce Service Cloud \+ CTI; Experience with RPA; AWS or CCaaS certifications; Experience in high-volume environments; Stable integrations with low error rates; Resilient and scalable architectures; AI operating with clear control and metrics; Monitored and predictable costs; Compass UOL is a global firm and part of the AI Revolution Company, together transforming organizations using Artificial Intelligence, Generative AI, and other of today’s most advanced technologies. We equip our team with proprietary and external AI\-driven tools to design and build digital\-native platforms, integrating cutting\-edge technologies and enabling companies to innovate, transform their businesses, and drive success in their markets. To achieve this, we attract and develop the best talent, creating opportunities that enhance people’s lives and highlight the positive impact of disruptive technologies. We empower borderless talent and promote knowledge and opportunities in the latest market trends, driving significant personal and professional growth. **Join us and be part of the AI\-driven revolution.**
João Silva
Indeed · HR
João Silva
Indeed · HR
