Senior Pega Developer – Customer Service & CTI Integration

Diverse Lynx is seeking a highly skilled Senior Pega Developer with expertise in Pega Customer Service, CRM solutions, and CTI integrations. The role involves designing, developing, and supporting enterprise-grade Pega applications to enhance customer service experiences.

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

Requirements:

• 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: Pega Case Management, Data Pages, Activities, Flows and Flow Actions, Decision Rules, Integration Rules, 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)
• 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
• 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
• 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
• 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