We are seeking an experienced Integration Engineer / API Engineer to support the build phase of a customer operations transformation programme within a telecoms / contact centre environment.
The role will focus on designing and building integrations between core operational systems, enabling data flow, automation and the creation of a unified interface layer used by contact centre agents and operational teams.
You will work closely with Service Architects, Product Owners and operational stakeholders to translate service design outputs into working integrations and digital workflows that improve customer service performance.
This role sits within the delivery and build phase of a transformation programme, focused on improving operational visibility, workflow efficiency and agent productivity.
Key Responsibilities
System Integration
* Design and implement integrations across telecoms and contact centre platforms
* Build and maintain API connections between operational systems
* Ensure reliable data exchange across customer service and operational tools
* Work with enterprise and solution architects to implement scalable integration patterns
API Development
* Design, develop and maintain RESTful APIs and integration services
* Build middleware and integration layers connecting platforms such as CRM, workforce management and operational systems
* Implement authentication, security and performance optimisation for APIs
Contact Centre Technology Integration
* Integrate platforms used within telecoms and contact centre environments, including:
* CRM platforms
* Customer service platforms
* Workforce management tools
* Data and analytics platforms
* Enable real-time data exchange to support operational dashboards and agent interfaces
Workflow and Automation
* Support the creation of automated service workflows
* Enable system interactions that support guided resolution flows for contact centre agents
* Build integration points for self-service and status tracking portals
Data & Operational Insight
* Enable data pipelines that support service dashboards and operational reporting
* Support the development of performance and outcome tracking tools
Delivery & Collaboration
* Work closely with service designers, architects and product owners
* Support rapid prototyping, testing and iteration of integrations
* Ensure integrations align with enterprise architecture and governance standards
Skills & Experience
* Strong experience building API integrations in complex enterprise environments
* Experience developing REST APIs, microservices or middleware integrations
* Experience integrating contact centre or telecoms platforms
* Experience working with CRM platforms and operational systems
* Strong knowledge of API security, authentication and data exchange standards
* Experience with cloud platforms such as AWS, Azure or GCP
* Experience working in agile delivery environments
Desirable Experience
* Experience integrating contact centre technologies such as Genesys, NICE, Amazon Connect or similar
* Experience with customer service platforms such as Salesforce Service Cloud, Zendesk or Dynamics
* Experience working within telecoms or large-scale customer service operations
* Experience building workflow automation or orchestration layers
Deliverables
* API integrations between operational systems
* Integration layer enabling data exchange across the contact centre ecosystem
* Automated service workflows and system triggers
* Data pipelines supporting operational dashboards
* Integration support for agent workbench and service portals