Integration Engineer

This is a fully remote position, open to applicants in Switzerland.

📋 Description

• Create, develop, and sustain integrations between Parloa AMP and CRM/ticketing systems utilizing REST APIs.

• Implement workflows for caller identification utilizing customer data, phone numbers, account IDs, and reference numbers.

• Facilitate automated ticket and case generation as well as synchronization between voice interactions and CRM platforms.

• Integrate Parloa AMP with large-scale telephony environments through SIP/VoIP technologies.

• Set up call routing, number provisioning, trunk connectivity, transfer flows, and human-agent transition scenarios.

• Develop and uphold API authentication mechanisms, including OAuth 2.0, API keys, token refresh processes, and webhook integrations.

• Construct backend integration logic, data mappings, error management, retry mechanisms, and fallback processes.

• Diagnose and resolve issues across various systems using API logs, SIP traces, and monitoring tools.

• Collaborate with client stakeholders, technical teams, and solution architects during the implementation and deployment phases.

⛳️ Requirements

• Extensive experience with REST API integrations, encompassing JSON, HTTP, data mapping, error management, retries, and fallback strategies.

• Familiarity with authentication and integration technologies such as OAuth 2.0, API keys, webhooks, and secret management.

• Comprehensive knowledge of SIP and VoIP technologies, including signaling, trunking, call routing, transfers, and handoff scenarios.

• Experience with conversational AI or voice automation platforms (Parloa AMP preferred; Cognigy, AudioCodes, Twilio, Genesys, or Dialogflow CX are also acceptable).

• Practical experience with at least one CRM/ticketing platform (Salesforce or Ivanti preferred).

• Practical experience with at least one telephony/contact center platform (Five9, Mitel, or 3CX).

• Proficiency in backend development or scripting with Node.js, TypeScript, Python, or similar technologies.

• Strong troubleshooting and cross-system debugging capabilities.

• Proficiency in the German language at C1 level or higher for client-facing communication.

• Good English communication skills for internal collaboration.

🏝️ Benefits

• Flexible schedule.

• Remote work model.

• Paid vacations.

• Paid sick leaves.