• Design, develop, and implement solutions that enhance customer experience, engagement, and operational efficiency. • Translate business requirements into scalable, secure, and high-performance technical solutions. • Implement and support changes, enhancements, and upgrades to Cisco, Genesys, Zoom, and other CX platforms. • Develop integrations between CX platforms, CRMs, and external systems via APIs and middleware. • Troubleshoot complex technical issues, providing escalation support to internal peers and customers. • Perform root cause analysis (RCA) to ensure system reliability, security, and compliance. • Maintain accurate technical documentation, code repositories, and configuration records. • Participate in Agile/Scrum ceremonies, contributing to sprint planning, backlog grooming, and retrospectives.