Contact Center Engineer 100% Remote

Full Stack Backend Engineer Contact Center (Genesys / API / IaC) Remote Role Summary

We are seeking a backend-focused Full Stack Engineer with strong expertise in API development, enterprise integrations, and Contact Center platforms such as Genesys. The ideal candidate will be responsible for designing and building scalable middle-tier services, APIs, and backend systems that support enterprise-grade contact center and customer experience (CX) applications.

This role requires hands-on experience in backend engineering, microservices architecture, Infrastructure as Code (IaC), and DevOps-driven delivery practices. The engineer will collaborate with CX, frontend, and platform teams to deliver highly scalable and reliable integrations across enterprise ecosystems.

Key Responsibilities

• Design, develop, and maintain backend and middleware services supporting Contact Center platforms
• Build scalable APIs from scratch using RESTful and event-driven architectures
• Develop integrations between Genesys/contact center systems and enterprise applications
• Design and implement microservices-based, high-performance backend systems
• Create reusable integration frameworks and service components
• Implement Infrastructure as Code (IaC) using tools such as Terraform or CloudFormation
• Contribute to CI/CD pipelines, deployment automation, and DevOps best practices
• Collaborate with frontend, platform engineering, and CX teams to deliver end-to-end solutions
• Troubleshoot production issues and optimize system reliability, scalability, and performance
• Participate in architecture discussions, code reviews, and technical design sessions

Required Skills & Qualifications Technical Skills

• Strong backend development experience using:
  • TypeScript
  • Python
  • JavaScript
• Expertise in API development:
  • REST APIs
  • Event-driven services
  • API-first architecture
• Hands-on experience with Contact Center platforms:
  • Genesys (preferred)
  • CCaaS platforms
  • UC platforms
• Experience building middleware and middle-tier services
• Enterprise system integration experience across multiple platforms
• Strong understanding of:
  • Microservices architecture
  • Service-oriented architecture
  • Distributed systems
• Infrastructure as Code (IaC):
  • Terraform
  • CloudFormation
  • Similar tools
• DevOps and CI/CD pipeline implementation experience
• Experience with cloud-native backend development

Soft Skills

• Strong problem-solving and analytical skills
• Ability to work in cross-functional agile teams
• Excellent communication and collaboration skills
• Self-driven with ownership mindset

Nice to Have

• Experience with:
  • Genesys Cloud
  • Genesys Engage
• Event-driven architecture and messaging systems:
  • Kafka
  • RabbitMQ
  • Pub/Sub systems
• Cloud platforms:
  • AWS
  • Azure
  • Google Cloud Platform
• Experience with Customer Experience (CX) systems and workflows
• Exposure to observability and monitoring tools

Preferred Experience

• 5+ years of backend/full stack engineering experience
• Experience working in enterprise-scale contact center environments
• Strong understanding of scalable, resilient backend architectures
• Prior experience in customer support, telecom, or CX domains is a plus

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