Senior Software Engineer

 

Senior Software Engineer - Call Center Platforms

Location: Boston, MA (Hybrid - 3 days onsite)

Job Category: Associate

Requisition Number: SENIO004295

Full-Time

Boston, MA 02210, USA

Job Description:

Reports To: Engineering Manager, Call Center Technology

Role Overview

The Senior Software Engineer, Call Center Platforms will play a key role in designing, building, and supporting the systems that power Grand Circle's contact center operations. This role focuses on developing scalable, reliable applications and integrations that improve agent experience, customer engagement, and operational efficiency. The ideal candidate is a strong hands-on engineer who enjoys solving complex problems, collaborating cross-functionally, and contributing to technical direction without owning full architectural responsibility.

Key Responsibilities

• Design, develop, and maintain software applications supporting call center platforms and customer engagement tools

• Build and enhance integrations between call center systems (e.g., CRM, telephony, routing, analytics) and internal business systems

• Collaborate with product managers, operations, and business stakeholders to translate requirements into technical solutions

• Write clean, maintainable, and well-tested code while following engineering best practices

• Participate in code reviews and contribute to continuous improvement of development standards

• Troubleshoot production issues and support system reliability and performance

• Contribute ideas to improve agent workflows, customer experience, and platform scalability

Qualifications

• 5-8+ years of professional software engineering experience

• Strong experience with modern backend development (e.g., Java, C#, .NET, or similar)

• Experience building APIs and integrating third-party platforms and services

• Familiarity with cloud-based environments (Azure preferred)

• Experience working with databases (SQL and/or NoSQL)

• Exposure to call center, CRM, or customer experience platforms (e.g., Genesys, Salesforce, or similar) is a plus

• Strong problem-solving skills and ability to work independently within a collaborative team

• Excellent communication skills and comfort working with cross-functional partners

Nice to Have

• Experience supporting customer-facing or high-availability systems

• Familiarity with event-driven or microservices architectures

• Experience with monitoring, logging, and performance optimization

• Interest in improving internal tools and operational efficiency

Total Rewards

We offer competitive compensation and a comprehensive benefits package, including medical, dental, and vision coverage, generous paid time off, paid holidays, retirement savings plans, employee travel benefits, and opportunities for professional growth and development.