Pega CRM & CTI Onsite Dev Lead

Position: Pega CRM & CTI Onsite Dev Lead

Location: PLEASANTON, CA Remote Work

Type of Employment: 12+ Months Contract

Role Description:

• 10+ years of experience in Pega application development.
• 5+ years of experience in Pega Customer Service implementation.
• Hands-on experience with CTI integrations and contact center technologies.

Strong knowledge of:

• Pega Case Management
• Data Pages
• Activities
• Flows and Flow Actions

Decision Rules

• Integration Rules
• Authentication and Security
• Experience with REST and SOAP web services.
• Experience with Java, SQL, and enterprise integration patterns.
• Familiarity with cloud platforms (AWS, Azure, or Google Cloud Platform).

Pega Certifications (Preferred)

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

Preferred Experience

• Contact center transformation projects.
• Omnichannel customer service solutions.
• Customer service desktop modernization.
• Telecom, Banking, Insurance, Healthcare, or Retail domain experience.
• Real-time customer interaction and agent desktop integrations.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work independently in a fast-paced environment.
• Strong collaboration skills in cross-functional teams.
• Mentoring and knowledge-sharing capabilities.

Key Deliverables

• End-to-end Pega CRM solution development.
• CTI integration implementation and support.
• Production-ready code with adherence to enterprise standards.
• Technical design documents and solution documentation.
• Production support and performance optimization.

Nice to Have

• Pega Customer Decision Hub (CDH) exposure.
• AI-powered agent assist solutions.
• Speech analytics and interaction analytics integrations.
• Experience with DevOps, CI/CD pipelines, and automated testing frameworks.

Target Resource Profile

• A highly skilled Pega professional with strong CRM and CTI integration experience who can effectively bridge customer service operations and technology teams, delivering scalable contact center solutions and superior customer experiences.