Senior Pega Developer - Customer Service & CTI Integration

Job Title: Senior Pega Developer - Customer Service & CTI Integration

Location: Remote

Duration: Contract/ w2

About the Role

We are looking for a highly skilled Senior Pega Developer with strong expertise in Pega Customer Service, CRM solutions, and CTI/contact center integrations. The ideal candidate will have extensive experience designing, developing, integrating, and supporting enterprise-grade Pega applications that enable modern, omnichannel customer service experiences.

You will work at the intersection of customer service operations, CRM technology, and contact center platforms, helping organizations transform customer and agent experiences through scalable Pega solutions and real-time integrations.

Key Responsibilities

• Design, develop, and implement end-to-end Pega CRM and Customer Service solutions.
• Lead the development and enhancement of enterprise-grade Pega applications.
• Design and implement CTI (Computer Telephony Integration) solutions and integrations with contact center technologies.
• Work with platforms such as Genesys, Genesys Cloud, Genesys Engage, or similar contact center technologies.
• Develop and configure Pega applications using:

o Case Management

o Data Pages

o Activities

o Flows and Flow Actions

o Decision Rules

o Integration Rules

o Authentication and Security

• Build and integrate REST and SOAP-based web services.
• Develop scalable integrations using enterprise integration patterns.
• Collaborate with business stakeholders, customer service teams, architects, and cross-functional technology teams.
• Translate business and operational requirements into robust technical solutions.
• Prepare technical design documents, solution documentation, and implementation specifications.
• Develop production-ready code following enterprise architecture, security, performance, and coding standards.
• Support production environments, troubleshoot issues, and perform performance optimization.
• Mentor junior developers and contribute to knowledge-sharing initiatives.
• Participate in contact center transformation and customer service modernization initiatives.

Required Technical Skills

• 10+ years of experience in Pega application development.
• Minimum 5+ years of experience implementing Pega Customer Service solutions.
• Strong hands-on experience with Pega CRM and Customer Service applications.
• Proven experience with CTI and contact center technology integrations.
• Experience with Genesys or other leading contact center platforms.
• Strong knowledge of:

o Pega Case Management

o Data Pages

o Activities

o Flows and Flow Actions

o Decision Rules

o Integration Rules

o Authentication and Security

• Strong experience with REST and SOAP web services.
• Good knowledge of Java and SQL.
• Experience with enterprise integration patterns and API-based integrations.
• Familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP).

Preferred Pega Certifications

• Certified Pega System Architect (CSA) - Preferred
• Certified Pega Senior System Architect (CSSA) - Highly Preferred
• Certified Pega Customer Service Developer - Advantage
• Certified Lead System Architect (CLSA) - Advantage

Preferred Domain & Project Experience

Experience in one or more of the following areas will be highly valued:

• Contact center transformation
• Omnichannel customer service solutions
• Customer service desktop modernization
• Agent desktop integration
• Real-time customer interaction platforms
• CTI and telephony integrations
• Telecom
• Banking and Financial Services
• Insurance
• Healthcare
• Retail

Nice-to-Have Skills

• Experience with Pega Customer Decision Hub (CDH).
• Exposure to AI-powered agent assist solutions.
• Experience integrating speech analytics and interaction analytics platforms.
• Experience with DevOps and CI/CD pipelines.
• Knowledge of automated testing frameworks.
• Experience with Pega deployment and release management processes.

Key Deliverables

• End-to-end development and delivery of Pega CRM and Customer Service solutions.
• Successful implementation and support of CTI/contact center integrations.
• Production-ready, scalable, and maintainable Pega applications.
• High-quality technical design and solution documentation.
• Effective production support and performance optimization.
• Collaboration with customer service and technology teams to deliver measurable business outcomes.
• Knowledge sharing and mentoring across development teams.

Key Soft Skills

• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management skills.
• Ability to work independently in a fast-paced, onsite environment.
• Strong collaboration skills across business and technology teams.
• Ability to translate business requirements into practical technical solutions.
• Strong mentoring and knowledge-sharing capabilities.

Ideal Candidate Profile

The ideal candidate is a seasoned Pega professional with 10+ years of experience who combines deep expertise in Pega Customer Service and CRM development with hands-on experience in CTI and contact center integrations.

You should be comfortable working with business and technology stakeholders, solving complex integration challenges, and delivering scalable solutions that improve both customer experiences and contact center agent productivity.

Key Skills: Pega | Pega Customer Service | Pega CRM | CTI | Genesys | Contact Center Integration | REST | SOAP | Java | SQL | AWS/Azure/GCP

Experience Required: 10+ Years

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.