Compass

Senior CCaaS Engineer

Compass

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

Tech Stack

AWSCloudRPA

About the role

  • Integrate CCaaS with: CRMs (Salesforce, Zendesk, Dynamics), ERPs and legacy systems, authentication and identity services, and data platforms;
  • Develop APIs and supporting services (lookup, authentication, case creation);
  • Ensure architecture and integrations meet security, resilience, scalability, and observability requirements;
  • Engineering and automation: build integrations using REST APIs, webhooks, and event-driven patterns;
  • Implement automations and orchestrations (including RPA where applicable);
  • Work with: AWS Lambda (or similar), API Gateways, cloud services, version control (Git), and CI/CD;
  • Ensure robust error handling and technical fallbacks;
  • In telephony and media, work with SIP, WebRTC, RTP, codecs, and media troubleshooting;
  • Implement AI solutions with advanced prompt engineering, tool/function calling, robust guardrails, and RAG strategies (when applicable);
  • Create AI evaluation frameworks: test cases, metrics, logs, behavioral monitoring, and human-in-the-loop patterns;
  • Work on Reliability, Observability, and FinOps. Implement monitoring: logs, metrics, alerts, dashboards;
  • Define SLOs/SLIs/SLAs;
  • Participate in incident response and perform RCA (root cause analysis);
  • Control usage and costs (pay-as-you-go model);

Requirements

  • 4+ years in backend, cloud, or integration engineering;
  • Hands-on experience with REST APIs and system integration;
  • Experience with at least one CCaaS platform;
  • Solid knowledge of telephony fundamentals;
  • Experience with AWS or an equivalent cloud platform;
  • Practical experience with applied generative AI;
  • Nice-to-haves: previous 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 controls and clear metrics; monitored and predictable costs;
Benefits
  • Position also open to candidates with disabilities (PwD)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
REST APIssystem integrationautomationorchestrationtelephony fundamentalsgenerative AIerror handlingroot cause analysisSLOsSLIs
Soft Skills
incident responseproblem-solvingcommunicationcollaborationanalytical thinking
Certifications
AWS certificationCCaaS certification