Desktop Integration Specialist

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.

If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!

Work Location: Remote (Canada/USA)

Description:

• As a Desktop Integration Specialist at Quantiphi, you will be responsible for designing, building, and implementing custom agent desktop solutions and CTI (Computer Telephony Integration) for AWS Connect.
• This role will involve collaborating with cross-functional teams to deliver seamless integrations that optimize the agent and customer experience.

Responsibilities:

• Custom Integration Projects: Lead and execute complex integration projects, particularly involving AWS Connect and third-party applications, within large enterprise environments.
• User Experience Design: Design intuitive, user-friendly interfaces tailored to contact center environments, enhancing the overall agent experience.
• Problem-Solving & Troubleshooting: Quickly diagnose and resolve integration challenges, addressing performance bottlenecks and technical issues.
• Salesforce Integration: Develop and integrate Salesforce (Service Cloud and Sales Cloud) with AWS Connect, leveraging Salesforce Lightning and Open CTI APIs.
• Agent Experience Optimization: Customize and optimize AWS Connect’s Contact Control Panel (CCP) for improved agent efficiency and productivity.
• AWS Connect CCP Integration: Integrate AWS Connect’s CCP with various applications (browser-based and thick clients), ensuring seamless operations.
• Workspace Client Customization: Configure and customize AWS Connect Workspace, creating step-by-step workflows for agent interactions.

Required Skills:

• Strong experience with RESTful APIs and web services for system integrations.
• Proficiency in scripting languages (Python, JavaScript, etc.) for automation tasks.
• Experience with monitoring and logging tools to ensure smooth operation and rapid issue resolution.
• Strong verbal and written communication skills, able to convey technical concepts to both technical and non-technical audiences.
• Experience working within cross-functional teams, fostering collaboration and driving results.
• Demonstrated ability to mentor junior team members and lead technical initiatives.
• Meticulous in scenario development and test case support.

Certifications & Education:

• Bachelor’s or Master’s degree in Computer Science, Engineering or a related field
• AWS Certified Solutions Architect – Associate or Professional
• Salesforce Certified Platform Developer I or II (preferred)
• Salesforce Certified Service Cloud Consultant

What is in it for you:

• Be part of the fastest-growing AI-first digital transformation and engineering company in the world
• Be a leader of an energetic team of highly dynamic and talented individuals
• Exposure to working with fortune 500 companies and innovative market disruptors
• Exposure to the latest technologies related to artificial intelligence and machine learning, data and cloud
   

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!