CX Engineer

Role Overview

We are looking for a Customer Experience (CX) Engineer to aid clients in linking their systems with various digital platforms. The role emphasizes capturing client needs and facilitating integration with IVR systems, national identification services, and government e-services to provide secure, dependable, and smooth interactions.

Key Responsibilities

• Collaborate with clients to collect requirements for integrating their systems with IVR platforms, National ID services, and electronic government services.
• Help clients comprehend integration options, limitations, and expected data formats.
• Partner with internal product and engineering teams to develop integration strategies and automated workflows tailored to client specifications.
• Act as the principal liaison between clients and engineering teams for all integration-related inquiries.
• Guide clients throughout onboarding and setup processes to ensure secure and efficient connections.
• Maintain documentation of client requirements, integration procedures, and workflows for internal and client use.
• Diagnose problems encountered during implementations and collaborate with engineers to resolve them.

Requirements

• Experience in client-facing roles involving system integration, IVR platforms, or eGovernment services.
• Working knowledge of REST APIs, web services, and API authentication techniques such as API keys, OAuth, and token-based methods.
• Familiarity with data formats like JSON and basic API request and response principles.
• Background or knowledge in IVR systems, telecom platforms, or conversational/chatbot technologies is advantageous.
• Exposure to government-related systems, identity verification technologies, or secure API environments is a plus.
• Excellent problem-solving abilities, coordination skills, and communication proficiency.
• Capability to translate business needs into technical specifications for engineering teams.
• Basic technical aptitude, including interpreting API documentation and using tools like Postman; advanced coding or full-stack development is not a prerequisite.

Required Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• Prior experience in collecting client requirements and coordinating system integrations.
• Familiarity with IVR systems, telecom integrations, or conversational platforms.
• Understanding of RESTful APIs, web services, and system integration principles.
• Knowledge of security standards, authentication, and data privacy best practices.
• Strong troubleshooting and analytical skills.